Job Description

Role Introduction:
We are seeking a proactive and analytical Business Analyst with strong domain experience across IT Service Management platforms (ServiceNow preferred) and Data Platforms (Azure ecosystem). The role will bridge business needs and technical delivery, supporting the design, development, and optimisation of operational and reporting capabilities. You will work across cross-functional teams, including Operations, Professional Services, Data Engineering, and IT, to shape requirements, validate solutions, and drive value from our platform investments.
What You Will Do:

• Gather, analyse, and document business and functional requirements across all functions in the business.
• Translate business pain points into deliverables requirements.
• Support the Product Owner in backlog grooming, sprint planning, and UAT for business enhancements.
• Create user stories, process maps, and functional specifications.
• Collaborate with technical teams to validate configuration and ensure requirements are met.
• Work with Enterprise Architects, Platform Architects to design the most suitable technology solution for the business using ServiceNow best practices and out-of-the-box capabilities.
• Support ServiceNow platform adoption through training, knowledge articles, and process documentation.
• Elicit and validate business requirements for dashboards, reports, and analytics use cases.
• Define data quality rules, KPIs, and standard metrics.
• Document data lineage, business glossaries, and reporting logic.
• Support Power BI dashboard design by providing mock-ups and user insights.
• Work closely with business teams to enable self-service reporting and data adoption.

What You Will Have:

• 3+ years' experience as a Business Analyst ideally working in IT Services or Managed Services environments.
• Bachelor's degree in Business, Information Systems, or related field.
• ITIL Foundation Certification.
• Strong process mapping and documentation skills.
• Proficient in writing user stories and acceptance criteria (Agile/Scrum).
• Comfortable working with both business stakeholders and technical teams.
• Knowledge of ITIL framework and data governance principles is a plus.
• Solid understanding of ITSM data structures (e.g., incidents, changes, SLA metrics).
• Hands on experience working with ServiceNow ITSM platform - understanding of ITSM, ITOM, CSM modules, workflows and CMDB.
• Analytical thinker with strong problem-solving ability
• High attention to detail and data accuracy
• Clear communicator, able to simplify complex data into business stories
• Self-starter with a continuous improvement mindset
• Strong collaboration and stakeholder engagement skills
• Excellent verbal and written communication skills
• Ability to manage multiple tasks, prioritise effectively, and meet business deadlines.
• Ability and willingness to travel as required

What We Do For You:
Wellbeing focused - Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave - 26 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme - Free advice, support, and confidential counselling available 24/7 through Care First

Personal Growth - Regardless of where you are at in your career, we're committed to enabling your growth personally and professionally

• Development Programmes - From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus - Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme - Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance - Providing you with support and assistance when you need it most

Recognition - Highlighting and rewarding the great work our people do

• Performance & Talent - Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference - we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! - Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Volunteering Time - Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven - donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are:
OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of 330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.
We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.
To learn more about working at OneAdvanced please

Skills Required