IT Service Management Senior Business Analyst

This role supports the delivery of efficient and effective Service Management processes within the Freshfields Global Centre in Manchester. It involves developing subject matter expertise in ITSM processes, analysing the impact of change, identifying opportunities for improvement, and ensuring processes align with business needs and industry best practice. Working closely with process owners and stakeholders across IT, business services and legal teams, the role focuses on refining and implementing processes, maintaining strong ServiceNow knowledge, and driving continual service improvement to enhance overall service delivery.

Key responsibilities and deliverables

• Develop and maintain a thorough understanding of the business processes.
• Develop a deep understanding of the processes you are working with so that you become the subject matter expert.
• Perform analysis of the impact of change requirements providing clear, concise and objective recommendations on how to proceed.
• Identify and apply the right tools and methods to identify the user experience, characteristics and tasks, and the technical, organisational, and physical environment in which your processes operate.
• Analyse the business processes that are impacted by your ITSM processes; identify pain points and inefficiencies, assess feasibility of change, and recommend new approaches.
• Facilitate open communication and discussion between stakeholders, defining the right approach to achieve desired outcomes.
• Work with Process owners to promote understanding of the need for changes, refinement, providing detail where needed in the development lifecycle.
• Develop and use your knowledge of the business to ensure that process owners maintain a business perspective on how new processes will be delivered, including planning around key business cycles, selecting appropriate customers for pilot, etc.
• Grow relationships with key stakeholders across IT, business services and/or legal practice groups depending on role.
• Create detailed requirements documentation for the ServiceNow toolset, including catalogue and Virtual Agent flows where appropriate.
• Understand the capabilities and best practice guidance for ServiceNow in order to assure the roadmap.

Key requirements

• Strong ITIL knowledge and experience, as well as knowledge of Incident Management tool sets.
• Experience managing and maintaining effective supplier relationships, where 'desk to desk' processes are in place.
• Experience assisting in the setup, process mapping and documentation of new processes.
• Experience creating and updating knowledge base articles when required.
• Exposure to assisting with ISO processes and associated tasks.
• Good working knowledge of ServiceNow.
• Experience assisting in developing and maintaining procedures and processes in line with Industry standard best practice and continual service improvement.
• Exposure to working primarily within a support team but also be comfortable presenting ideas to Senior Management and Clients.
• A passion for Service Management, focus on continual improvement and enthusiasm to learn.
• Strong communication/presenting ability.
• Strong decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate one.
• An ability to effectively influence others and where necessary modify their opinions, plans, or behaviours.
• An understanding of business needs and commitment to delivering high-quality, prompt, and efficient service to the business.
• An understanding of organizational mission, values, and goals and consistent application of this knowledge.

Experience and qualifications in the following areas will be reviewed and seen as a benefit however are not mandatory:

• Current vendor accreditations in ServiceNow.
• Exposure to legal industry specific technologies and tools.

Inclusion

Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing. Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (eg the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.