IT Service Management Senior Business Analyst

Job description

Role Summary This role supports the delivery of efficient and effective Service Management processes within the Freshfields Global Centre in Manchester. It involves developing subject matter expertise in ITSM processes, analysing the impact of change, identifying opportunities for improvement, and ensuring processes align with business needs and industry best practice. Working closely with process owners and stakeholders across IT, business services and legal teams, the role focuses on refining and implementing processes, maintaining strong ServiceNow knowledge, and driving continual service improvement to enhance overall service delivery. Key responsibilities and deliverables: Develop and maintain a thorough understanding of the business processes. Develop a deep understanding of the processes you are working with so that you become the subject matter expert. Perform analysis of the impact of change requirements providing clear, concise and objective recommendations on how to proceed. Identify and apply the right tools and methods to identify the user experience, characteristics and tasks, and the technical, organisational, and physical environment in which your processes operate....