At a Glance
- Tasks: Bridge business needs and tech teams, analyse processes, and optimise workflows.
- Company: Join a diverse and respectful company with a strong team ethic.
- Benefits: Flexible working, 25 days holiday, pension scheme, and career progression.
- Other info: Enjoy social events and a supportive work culture.
- Why this job: Make a real impact by driving innovation on the ServiceNow platform.
- Qualifications: 3+ years as a Business Analyst with ServiceNow experience.
The predicted salary is between 63000 - 77000 £ per year.
We are seeking a ServiceNow Business Analyst to bridge the gap between business stakeholders and technical delivery teams. In this role, you will analyse business processes, gather and refine functional requirements, and translate them into actionable ServiceNow user stories and technical configurations. You will drive workflow optimisation across modules like ITSM, CSM, or HRSD while keeping customisation aligned with platform best practice.
Key Responsibilities
- Facilitate discovery sessions, process workshops, and interviews with stakeholders to capture "as-is" and "to-be" workflows.
- Translate high-level business goals into functional specs, user stories, acceptance criteria, and process flow diagrams.
- Prioritise, refine, and maintain the ServiceNow sprint backlog in collaboration with Product Owners and Developers.
- Evaluate existing platform configurations against standard ServiceNow out-of-the-box (OOTB) capabilities to minimise custom code.
- Map workflows across core modules including Incident, Problem, Change, Request Fulfilment, Knowledge Management, and Service Catalogues.
- Conduct gap analysis to identify automation opportunities, process bottlenecks, and continuous improvement areas.
- Partner with ServiceNow Developers and System Administrators during configuration to clarify business logic.
- Design UAT scripts, coordinate User Acceptance Testing, and track defect resolution prior to release deployment.
- Build end-user reports, dashboards, operational guides, and training materials to support change management and platform adoption.
Experience:
- 3+ years as a Business Analyst, with at least 2 years dedicated to ServiceNow platform delivery.
- Hands-on experience with ServiceNow UI, navigation, standard tables/forms, Flow Designer, and core modules (ITSM, CSM, or HRSD).
- Strong background in ITIL/ITSM processes and Agile/Scrum delivery frameworks.
- Proficiency with Jira, Confluence, Microsoft Visio/Lucidchart, and ServiceNow Agile Engine.
- Strong analytical, communication, facilitation, and stakeholder-management skills.
Education:
- Bachelor's degree in Information Systems, Business Administration, Computer Science, or equivalent industry experience.
What we offer:
- A company culture based on respect, transparency, and equality.
- Flexible working.
- Pension Scheme.
- 25 days holiday plus bank holidays.
- Training and Career progression.
- Company Social Days.
Infotel is an equal opportunity employer, and we pride ourselves on our diversity. That includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status. We have an incredible team ethic; we work together to consistently deliver for our clients. We host after work gatherings and other in-house events to ensure our team members develop strong relationships and enjoy their work environment.
Business Analyst in Glasgow employer: About Infotel Group
Infotel UK is an exceptional employer that fosters a culture of respect, transparency, and equality, making it an ideal workplace for IT Quality Engineers. With flexible work hours, hybrid remote options, and a commitment to employee growth through training and career progression, team members thrive in a supportive environment. The company also promotes strong team relationships through social events, ensuring a collaborative and enjoyable work atmosphere in the heart of the manufacturing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Business Analyst in Glasgow
✨Get to Grips with Data Visualisation Tools
If you're aiming for a full-time role in business intelligence, brush up on your skills with popular data visualisation tools like Tableau or Power BI. Showcasing projects where you've transformed raw data into clear visual insights can give you a real edge.
✨Join Local Business Intelligence Meetups
Look for local business intelligence meetups or analytics conferences in your area. These events are not just great for learning but also for networking with industry professionals who could lead you to opportunities at companies like About Infotel Group!
✨Engage with Online BI Communities
Join online forums or communities focused on business intelligence—think LinkedIn groups, Reddit threads, or even dedicated Slack channels. Engage actively by sharing your insights and asking questions; this can help you build visibility and connect with potential employers.
✨Leverage Your University’s Career Support
If you're a recent graduate, definitely tap into your university's career services. Many have connections with companies in need of full-time BI specialists, and they can guide you on how to pitch yourself effectively—don't miss out on that!
We think you need these skills to ace Business Analyst in Glasgow
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at About Infotel Group, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at About Infotel Group
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with About Infotel Group’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
