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