Business Analyst – ServiceNow Service Catalogue

About the role

We are looking for an experienced Business Analyst to lead the design and implementation of a Managed Services Service Catalogue within ServiceNow for a UK‑based organisation. You will work closely with business stakeholders, service owners and technical teams to translate business needs into a structured, standards‑based service offering.

Key responsibilities

• Gather and document business and service requirements across IT and telecom domains.
• Define, structure and configure Service Catalogue offerings in ServiceNow.
• Collaborate with stakeholders to map in‑life operational services and ensure alignment with ITIL best practices.
• Support the development of service operating models, processes and governance frameworks.
• Facilitate workshops and requirements sessions with both business and technical teams.
• Produce high‑quality analysis artefacts such as user stories, process maps and service definitions.

Required profile

• Proven experience as a Business Analyst in IT Service Management environments.
• Strong understanding of ServiceNow, especially Service Catalogue and Service Management modules.
• Experience with Managed Services, service operating models and ITIL frameworks.
• Background in IT and/or telecom services.
• Excellent stakeholder management and communication skills.

Required skills

• ServiceNow
• ITIL