ServiceNow Scrum Master / Business Analyst

Job Description At Aberdeen, our ambition is to be the UK’s leading Wealth & Investments group.

Strengthening talent and culture is one of our strategic priorities.

We strive to make Aberdeen a great place to work so that we can attract and retain the industry’s best talent.

Our people put our stakeholders at the heart of everything they do by helping us to make a positive difference to the lives of our clients, customers, colleagues, shareholders, and society.

We are focused on growing our direct and advised wealth platforms and repositioning our specialist asset management business to meet client demand.

We are committed to providing excellent client service, supported by leading technology and talent.

Aberdeen comprises three businesses, interactive investor (ii), Investments, and Adviser, each of which focuses on meeting and adapting to our clients’ evolving needs: interactive investor, the UK’s second largest direct-to-consumer investment platform, enables individuals in the UK to plan, save, and invest in the way that works for them.

Our Adviser business provides financial planning solutions and technology for UK financial advisers, enabling them to create value for their customers.

Our Investments business is a specialist asset manager that focuses on areas where we have both strength and scale to capitalise on the key themes shaping the market, through either public markets or alternative asset classes.

We are seeking an experienced Business Analyst / Scrum Master to join our Service Now team.

In this pivotal role, you will combine strong business analysis expertise with Agile delivery leadership to help shape, drive, and deliver change across our Service Now platform.

Working closely with Product Owners, stakeholders, developers, and third-party partners, you will ensure business needs are clearly understood, requirements are effectively defined, and delivery teams are enabled to deliver high-quality outcomes.

You will act as the bridge between business and technology teams, driving collaboration, facilitating Agile ways of working, managing delivery priorities, and ensuring solutions are aligned with both business objectives and Service Now platform best practices.

If you have a passion for solving business problems, facilitating delivery, building strong stakeholder relationships, and enabling teams to maximise the value of the Service Now platform.

Key Responsibilities

• Work closely with business stakeholders to understand strategic objectives, challenges, and opportunities, ensuring business needs are aligned to organisational priorities.
• Capture, analyse, challenge, and refine business requirements, translating them into high-quality user stories, features, epics, and detailed acceptance criteria.
• Facilitate workshops, requirement gathering sessions, process mapping activities, backlog refinement sessions, and solution discussions to drive clarity and alignment.
• Act as the bridge between business and technology teams, ensuring requirements are understood and delivered effectively.
• Support Product Owners and stakeholders in shaping demand, prioritising work, and maintaining a value-driven backlog.
• Facilitate Agile ceremonies including Sprint Planning, Daily Stand-ups, Sprint Reviews, Retrospectives, and Backlog Refinement sessions.
• Promote and embed Agile principles and practices, fostering a culture of collaboration, accountability, continuous improvement, and high performance.
• Ensure squads are empowered to deliver by helping remove obstacles, managing dependencies, and coordinating across teams and stakeholders.
• Work across squads, wider business functions, third-party suppliers, and technology teams to successfully deliver change.
• Coach team members and stakeholders on Agile methodologies and delivery best practices.
• Provide sufficient business and functional context within requirements to support development teams working across a mature and complex Service Now environment.
• Support solution validation, user acceptance testing, and business readiness activities to ensure delivered solutions meet agreed business outcomes.
• Identify opportunities for process improvement, automation, and innovation, leveraging Service Now platform capabilities wherever appropriate.
• Build trusted relationships with stakeholders at all levels, managing expectations and providing clear communication on priorities, risks, progress, and outcomes.
• Manage and report work items coherently, evidence key controls, and track delivery progress and business value.
• Maintain Azure Dev Ops (or equivalent Agile tooling) to ensure quality, consistency, and transparency of delivery artefacts.
• Identify and manage risks, issues, assumptions, and dependencies, ensuring appropriate visibility and mitigation actions.
• Maintain documentation that supports governance, audit, regulatory requirements, and knowledge sharing.
• Contribute to the continuous improvement of delivery processes, Agile practices, Service Now platform adoption, and team effectiveness.
• About the Candidate - Essential skills
• Proven experience as a Business Analyst within Agile technology delivery environments, with the ability to translate business needs into effective technology solutions.
• Experience working with Service Now, with good knowledge of core platform capabilities and exposure to modules such as ITSM, SPM, IRM, TPRM, BCM, ITOM, or similar.
• Strong understanding of Agile delivery practices, with experience facilitating Scrum ceremonies and supporting high-performing teams.
• Demonstrable experience capturing, analysing, and documenting requirements, including user stories, acceptance criteria, and business process flows.

Desirable skills

• Experience working within complex, customised Service Now environments.
• Experience working with distributed, offshore, or third-party teams.
• Service Now Certified System Administrator (CSA) or other Service Now certifications.
• Professional certifications such as CBAP, BCS Business Analysis, PSM, CSM, Agile PM, or SAFe.

We are proud to be a Disability Confident Committed employer.

If you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme, please notify us by completing the relevant section in our candidate questionnaire.

One of our team will reach out to support you through your application process.

Our benefits

There's more to working life than coming home with a good salary.

We have an environment where you can learn, get involved and be supported.

When you join us, your reward will be one of the best around.

This includes 40 days’ annual leave, a 16% employer pension contribution, a discretionary performance-based bonus (where applicable), private healthcare and a range of flexible benefits – including gym discounts, season ticket loans and access to an employee discount portal.

You can read more about our benefits here.

Our business

Enabling our clients to be better investors drives everything we do.

Our business is structured around three distinct areas – our vectors of growth – focused on our clients’ changing needs.

You can find out more about what we do here.

An inclusive way of working

Whatever way you like to work, if you have the talent and commitment to join our team, we’d like to hear from you.

At Aberdeen we’ve adopted a ‘blended working’ approach.

This approach combines the benefits of face-to-face collaboration, coaching and connecting in our offices with the flexibility of working from home.

It enables colleagues to find a balance that works for their roles, their teams, our clients and our business.

An inclusive culture, where diverse perspectives drive our actions, is at the core of who we are and what we do.

If you need assistance with your application, or a reasonable adjustment to your interview arrangements – for example, because you are neurodivergent, or have a physical, sensory, cognitive, mental, visible or invisible disability – please let us know and we’ll be happy to help.

We’re committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment.

We define diversity in its broadest sense – this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance.

We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.

If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.

At Aberdeen, our ambition is to be the UK’s leading Wealth & Investments group.

We are focused on growing our direct and advised wealth platforms and repositioning our specialist asset management business to meet client demand.

We are committed to providing excellent client service, supported by leading technology and talent.

You can find out more about what we do here.

Aberdeen comprises three businesses, interactive investor (ii), Investments and Adviser, each of which focuses on meeting and adapting to our clients’ evolving needs.

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