The Company
A well known national organisation operating within a complex enterprise technology environment is seeking a Senior Business Analyst to support a targeted service improvement initiative across its IT operations function. With a mature IT service management capability and established ServiceNow environment, the organisation is focused on improving service performance, reducing incident volumes, and driving more effective operational outcomes through data led insights.

The Role
This Senior Business Analyst will focus on analysing ServiceNow incident data to identify trends, investigate root causes, and provide recommendations to improve service performance across the IT support environment. Working closely with service operations and technology teams, the role will involve deep analysis of incident volumes, recurring issues, and problem areas, using ServiceNow reporting and operational data to drive corrective and preventative actions. This is a highly analytical role with a clear focus on delivering insight and shaping service improvement outcomes.

Responsibilities

* Analyse ServiceNow data and reporting to identify trends across incident and problem management processes
* Investigate root causes of recurring incidents and identify underlying issues impacting service performance
* Work with service operations and technology teams to validate findings and assess impact across the environment
* Develop recommendations and a prioritised roadmap to support service improvement and reduce incident volumes
* Present insights and findings to stakeholders and leadership to support decision making
* Support the development of documentation including analysis outputs, recommendations, and governance materials

Candidate Experience

* Experience working as a Senior Business Analyst within IT service management or IT operations environments
* Strong understanding of incident and problem management processes with exposure to ServiceNow or similar platforms
* Proven experience analysing operational data and translating insights into actionable recommendations within enterprise environments

Please note, we can only contact successfully shortlisted candidates. This process typically takes 3 to 5 business days.