Business Analyst - GenAI - Banking*

Role Title: Business Analyst – GenAI

Location: Hybrid 2 to 3 days in office – Knutsford

Role Summary:

Seeking a Business Analyst to define and deliver business requirements and governance materials supporting Generative AI (GenAI) capabilities within the IT Service Management (ITSM) function, using ServiceNow.

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Key Responsibilities:

• Capture GenAI requirements for enhancing ITSM/ITOM tools and processes.

• Develop subject matter expertise in GenAI and LLMs, and support knowledge transfer within the team.

• Work with governance teams to ensure compliance and approvals for GenAI initiatives.

• Analyse business needs and deliver AI-driven solutions and insights.

• Collaborate with cross-functional teams to implement GenAI projects and improve processes.

• Create business requirements, process models, and documentation.

• Monitor AI performance and align outcomes with business objectives.

• Coordinate UAT, support continuous improvement, and engage stakeholders.

• Work in Agile/Scrum environments with both onshore and offshore teams.

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Stakeholder & Decision-Making:

• Create presentations, build stakeholder confidence, and communicate clearly.

• Identify risks, manage RAID items, and support decision-making with business leads.

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Required Skills & Experience:

• Proven experience as a Business Analyst in ITSM environments.

• Experience working with Generative AI and understanding of governance for LLMs.

• Strong stakeholder management, analytical thinking, and documentation skills.

• Knowledge of financial and operational architecture within ITSM.