Partner with business groups and implementation teams to capture, clarify, and document requirements for ServiceNow improvements, integrations, and new capabilities
Transform business needs to functional requirements, user stories, and acceptance criteria
Ensure solutions align with ITSM processes, CSDM, CMDB standards, and ServiceNow guidelines
Build positive relationships with business users, product managers, developers, and delivery teams
Communicate clear, timely updates on progress, risks, and dependencies to technical and non‑technical audiences
Identify and recommend improvements to workflows, intake processes, and reporting
Support alignment between day‑to‑day BAU delivery and strategic platform objectives
Assist with test definition, UAT coordination, and validation to ensure solutions meet agreed requirements
Required experience
4+ years' experience in Business Analysis or Enterprise Service Management
Hands‑on experience working with the ServiceNow platform and modules
A proven understanding of ITSM processes (Incident, Problem, Change, Request/Catalogue, Knowledge Management)
Confidence handling changing priorities in a dynamic environment
Strong written and verbal communication skills
Preferred experience (but not required)
ServiceNow Certified System Administrator (CSA) or Implementation Specialist
Familiarity with ITIL, CSDM, and CMDB guidelines
Experience supporting both BAU and strategic ServiceNow initiatives
Why join us
Benefits
Our hybrid work modelAbout BlackRockThis mission would not be possible without our smartest investment - the one we make in our employees. It's why we're dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrockBlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.Health insuranceFlexible schedule
Additional Information
About this role
We are looking for a curious, collaborative ServiceNow Business Analyst to join our growing ServiceNow CoEI team. Our work exists where people, process, and technology converge, supporting teams across the enterprise to deliver effective, scalable ServiceNow solutions.
In this role, we work closely with business collaborators and technical teams to understand challenges, build requirements, and convert business needs into clear, actionable ServiceNow outcomes. You will play an important part in supporting continuous improvement initiatives while ensuring alignment with our ServiceNow platform strategy, standards, and ways of working.
Blackrock · Edinburgh, UK