Lead Business Analyst (ServiceNow)
We are seeking a Lead Business Analyst to drive business analysis across multiple ServiceNow workstreams, combining hands-on expertise with leadership to ensure quality, alignment and delivery. This role guides a team of Business Analysts, collaborates with Product Owners, Architects and Delivery Leads, and acts as the primary bridge between business stakeholders and technical teams.
Responsibilities
- Lead and mentor a team of Business Analysts across ServiceNow workstreams
- Ensure consistency in business analysis practices, documentation standards and delivery quality
- Oversee workload distribution, prioritisation and progression of business analysis activities
- Drive the end-to-end requirements lifecycle including discovery, elicitation, analysis, documentation, validation and sign-off
- Facilitate workshops with stakeholders to capture business needs and translate them into actionable requirements and acceptance criteria
- Ensure alignment of requirements across interconnected streams such as CIAM, RS, Web and ServiceNow core
- Collaborate with Product Owners, Architects, Designers and Delivery Leads to shape solutions and ensure requirements feasibility
- Review and validate designs, user journeys and data flows to ensure accurate reflection of business needs
- Identify and manage functional dependencies across teams
- Support decision-making by preparing options, impact assessments and recommendations
- Ensure timely stakeholder alignment and escalate blockers proactively
- Contribute to backlog refinement, sprint planning and prioritisation activities
- Collaborate with QA teams to ensure test cases and scenarios fully reflect business needs
- Support UAT planning, execution and defect triage
Requirements
- Minimum 5 years of experience as a Lead Business Analyst in complex digital or enterprise programmes
- Proven ability to manage and lead multiple Business Analysts across interconnected workstreams
- Solid understanding of ServiceNow processes, modules and integrations
- Knowledge of requirements gathering techniques, process mapping and stakeholder engagement
- Experience working in Agile delivery environments
- Strong analytical skills with the ability to break down complex problems into clear components
- Exceptional communication and facilitation skills
- Leadership, mentorship and collaboration capabilities
- Ability to handle ambiguity and drive clarity in complex environments
- Proactive problem-solving skills with a structured and logical approach
- Competency in managing stakeholder expectations and facilitating consensus
- High sense of ownership, accountability and delivery focus
- English proficiency at B2 level or higher
