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.
Key Responsibilities
- 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
You will join a high‑impact team delivering enterprise‑scale ServiceNow capabilities, working at the intersection of technology, people, and process. The role offers the opportunity to contribute to the ongoing evolution of the ServiceNow platform and delivery practices, while collaborating with global teams and senior partners in a supportive and inclusive environment.
Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
Our hybrid work model
BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.
Guidance on AI use for candidates
At BlackRock, AI has long been part of how we work – enhancing decision-making, improving operations, and helping us deliver better outcomes for clients. We encourage candidates to use AI thoughtfully to learn, prepare, and work more effectively; but during our interview process, we want to focus on getting to know you through your own experiences, thinking, and judgment. To support you, we’ve provided guidance on when and how to use AI during our hiring process so you can approach each step with confidence and showcase your best self.
About BlackRock
At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.
This 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.
To learn more about BlackRock, please visit Careers.BlackRock.com. We also encourage you to get to know us on LinkedIn, Instagram, YouTube, X, and TikTok.
BlackRock 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.
BlackRock Edinburgh, Scotland Office
Exchange Place 1, Semple Street, Edinburgh, United Kingdom, United Kingdom, EH3 8BL
