ServiceNow Analyst


Company:	I Net Software Solutions
Salary:	£45,000 to £55,000 a year
Hours:	Full-time
Location:	TW4 6JQ
Working pattern:	Hybrid - 3 days remote
Job type:	Permanent
Posting date:	14 Nov 2026
Closing date:	14 Dec 2026

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Summary

Title - ServiceNow Analyst

Reference: INET/SNA/Nov26

Location: Hounslow

Salary: £45,000.00 - £55,000.00 Per annum

Job Open date: 14th Nov 2026

Close date: 13th Dec 2026

No of openings: 2

Job Summary:

We are looking for a motivated and detail-oriented ServiceNow Analyst to join our team. The successful candidate will support the management and continuous improvement of our ServiceNow platform, working closely with business stakeholders, technical teams and project teams to ensure that business requirements are clearly understood and translated into effective solutions.

This role is ideal for someone with an interest in IT Service Management (ITSM), business analysis and Agile delivery. You will contribute to product backlog management, requirements gathering, stakeholder engagement, sprint activities, testing and service performance monitoring.

Key Roles and Responsibilities

ServiceNow Platform and Backlog Management

Support the day-to-day management and maintenance of the ServiceNow product backlog.

Assist in identifying, prioritising and tracking system enhancements, new requirements and outstanding issues.

Work with product owners and technical teams to ensure backlog items are clearly defined and prioritised according to business needs.

Monitor incidents, service requests and recurring issues to identify opportunities for process improvement.

Support the continuous improvement and optimisation of ServiceNow functionality.

Business Requirements and Analysis

Engage with business users and stakeholders to understand operational needs, challenges and objectives.

Gather, analyse and document business and functional requirements.

Translate business requirements into clear user stories, process flows and acceptance criteria.

Identify gaps between existing processes and desired business outcomes.

Ensure requirements are accurate, complete and communicated effectively to relevant teams.

Assist in documenting workflows, business processes and system changes.

Agile and Scrum Support

Support Agile delivery activities, including sprint planning, sprint reviews, daily stand-ups and backlog refinement.

Coordinate with product owners, developers, testers and other stakeholders to track progress.

Help ensure user stories are ready for development and have clearly defined acceptance criteria.

Monitor sprint progress and highlight potential delays, risks or dependencies.

Maintain accurate documentation of actions, decisions and delivery updates.

Stakeholder Engagement and Coordination

Act as a point of coordination between business stakeholders and technical teams.

Organise and participate in meetings, workshops and requirement-gathering sessions.

Communicate project updates, priorities and potential issues to relevant stakeholders.

Build effective working relationships across business and IT teams.

Ensure stakeholder feedback is captured and considered during development and improvement activities.

Service Performance and Reporting

Assist in monitoring ServiceNow service performance against agreed KPIs and SLAs.

Prepare regular reports and dashboards to track incidents, service requests, backlog status and system performance.

Identify recurring issues, trends and areas requiring further investigation.

Support initiatives to improve user adoption, service quality and operational efficiency.

Present findings and recommendations to relevant stakeholders.

Testing and Release Support

Support User Acceptance Testing (UAT) by preparing test scenarios, coordinating testing activities and recording results.

Work with business users to validate that delivered solutions meet agreed requirements.

Record, track and follow up on defects or issues identified during testing.

Assist with release planning, deployment coordination and post-release reviews.

Ensure relevant documentation is updated following system changes and releases.

Essential Skills and Requirements

Familiarity with the ServiceNow platform and its core functionality.

Good understanding or interest in IT Service Management (ITSM).

Basic understanding of Agile and Scrum methodologies.

Strong business analysis, documentation and problem-solving skills.

Excellent verbal and written communication skills.

Ability to engage confidently with business stakeholders and technical teams.

Strong organisational skills and attention to detail.

Ability to manage multiple tasks, prioritise workloads and meet deadlines.

Good analytical skills with the ability to identify trends and improvement opportunities.

Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

A proactive attitude and willingness to learn new technologies and processes.

Desirable Skills and Experience

Understanding of ITIL principles and IT Service Management processes.

Experience working with ServiceNow modules such as Incident Management, Problem Management, Change Management or Service Request Management.

Exposure to business analysis, product management or service delivery activities.

Experience using Jira, Azure DevOps or similar Agile project management tools.

Experience preparing user stories, acceptance criteria and business requirement documents.

Exposure to UAT, software testing and release management.

Relevant ServiceNow training or certification would be an advantage.

What We Are Looking For

We are looking for someone who is organised, analytical, proactive and comfortable working with different stakeholders. The ideal candidate will have an interest in ServiceNow and IT service management, with the ability to understand business needs and support the delivery of practical technology solutions.

If you are looking to develop your career in ServiceNow, business analysis and IT service management, we would like to hear from you.

How to Apply

If you have the relevant skills and experience and are interested in this opportunity, please submit your CV through Indeed.

Benefits:

On-site parking

UK visa sponsorship

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