Customer Journey Manager (Business Analyst Data Quality) 6 Months - Contract Leeds / Edinburgh (2 days a week on site) Are you passionate about data and its impact on customer experience? Do you thrive in a dynamic banking environment where your analytical skills can shine? If so, we have an exciting opportunity for you! What You'll Do: As the Customer Journey Manager focused on Data Quality, you'll play a pivotal role in enhancing our customer experience through effective data management. Here's what your day-to-day will look like: Data Analysis: Dive deep into various data sources to identify key themes, trends, and potential business impacts that drive decision-making. Research Excellence: Conduct primary research and curate relevant information to inform analysis and reporting. Stakeholder Support: Enable and advise stakeholders on data management systems and frameworks to maximize business benefits. Documentation Development: Craft, edit, and tailor materials to ensure clear communication across diverse audiences while maintaining organizational standards. Process Improvement: Identify shortcomings in current processes and contribute to enhancements using established change management frameworks. Guidance on Data Policies: Provide insights to managers and stakeholders regarding data policies, procedures, and best practices. Issue Investigation: Investigate queries and non-compliance matters, pinpointing root causes and proposing viable solutions. IT Security & Governance: Support improvements in data governance and security protocols within your area of responsibility. Risk Management: Employ established risk management systems to safeguard the organization against undue risks. Strategic Contribution: Participate in strategic planning and knowledge management efforts, facilitating continuous improvement. Team Leadership: Supervise and guide a team, ensuring alignment with objectives and fostering a collaborative environment. Continuous Learning: Embrace personal development and mentor others through coaching and training opportunities. Networking: Build effective internal networks, offering consultancy-style support and guidance to stakeholders across the organization. Who You Are: A data enthusiast with strong analytical skills and experience in data management. A proactive problem solver who enjoys identifying opportunities for improvement. An excellent communicator, capable of tailoring messages to various audiences. A collaborative team player who thrives in a fast-paced environment and enjoys supporting others. Why Join Us? At our client, you'll be part of a vibrant team committed to delivering outstanding customer experiences. We offer: Competitive salary and benefits package Opportunities for professional growth and development A supportive and inclusive work environment The chance to make a real impact in the banking industry Ready to embark on this exciting journey? If you are eager to leverage your skills in a role that combines data quality management with enhancing customer journeys, we want to hear from you! Apply today and take the next step in your career with us! Join us in shaping the future of banking through data-driven decision-making. Your journey begins here! Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Jun 18, 2026
Contractor
Customer Journey Manager (Business Analyst Data Quality) 6 Months - Contract Leeds / Edinburgh (2 days a week on site) Are you passionate about data and its impact on customer experience? Do you thrive in a dynamic banking environment where your analytical skills can shine? If so, we have an exciting opportunity for you! What You'll Do: As the Customer Journey Manager focused on Data Quality, you'll play a pivotal role in enhancing our customer experience through effective data management. Here's what your day-to-day will look like: Data Analysis: Dive deep into various data sources to identify key themes, trends, and potential business impacts that drive decision-making. Research Excellence: Conduct primary research and curate relevant information to inform analysis and reporting. Stakeholder Support: Enable and advise stakeholders on data management systems and frameworks to maximize business benefits. Documentation Development: Craft, edit, and tailor materials to ensure clear communication across diverse audiences while maintaining organizational standards. Process Improvement: Identify shortcomings in current processes and contribute to enhancements using established change management frameworks. Guidance on Data Policies: Provide insights to managers and stakeholders regarding data policies, procedures, and best practices. Issue Investigation: Investigate queries and non-compliance matters, pinpointing root causes and proposing viable solutions. IT Security & Governance: Support improvements in data governance and security protocols within your area of responsibility. Risk Management: Employ established risk management systems to safeguard the organization against undue risks. Strategic Contribution: Participate in strategic planning and knowledge management efforts, facilitating continuous improvement. Team Leadership: Supervise and guide a team, ensuring alignment with objectives and fostering a collaborative environment. Continuous Learning: Embrace personal development and mentor others through coaching and training opportunities. Networking: Build effective internal networks, offering consultancy-style support and guidance to stakeholders across the organization. Who You Are: A data enthusiast with strong analytical skills and experience in data management. A proactive problem solver who enjoys identifying opportunities for improvement. An excellent communicator, capable of tailoring messages to various audiences. A collaborative team player who thrives in a fast-paced environment and enjoys supporting others. Why Join Us? At our client, you'll be part of a vibrant team committed to delivering outstanding customer experiences. We offer: Competitive salary and benefits package Opportunities for professional growth and development A supportive and inclusive work environment The chance to make a real impact in the banking industry Ready to embark on this exciting journey? If you are eager to leverage your skills in a role that combines data quality management with enhancing customer journeys, we want to hear from you! Apply today and take the next step in your career with us! Join us in shaping the future of banking through data-driven decision-making. Your journey begins here! Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Job Opportunity: ServiceNow Business Analyst - Modern Workplace Location: Leeds or Edinburgh (2 days per week onsite) Contract: 12 months Rate: 550 per day (umbrella) Why This Role Matters: Join our client's Service Transformation Lab (STL) and play a key role in revolutionizing the Modern Workplace Platform! Your efforts will simplify colleague technology experiences, enhance Service Catalogue journeys, improve the Employee Centre, and modernize workflows. STL operates through SAFe-aligned feature teams, driving investment-funded enhancements, business-as-usual improvements, and strategic ServiceNow transformations. What You'll Do: Shape Clear and Actionable Requirements: - Lead requirement discovery sessions with Product Owners, Customer Journey Managers, Tech Leads, Architects, Support Teams, and operational SMEs. - Translate colleague and business needs into structured epics, features, and stories for SAFe teams, ensuring clarity of expected outcomes, dependencies, data needs, and acceptance conditions. - Align work across Catalogue, ITSM, and Employee Centre journeys with STL's transformation themes like guided self-service and catalogue simplification. Drive Design & Decision Clarity: - Facilitate workshops, mapping sessions, and impact assessments using STL journey artefacts and the broader Modern Workplace Journey Atlas. - Collaborate with Service Design partners to ensure that colleague experience, simplicity, and accessibility are at the forefront of every change. Operate as Part of SAFe Feature Teams: - Work closely with Product Owners to maintain a healthy backlog and support PI planning. - Assist in estimation, sequencing, and readiness of work across ServiceNow releases and SAFe increments. - Create traceability between business needs, stories, test expectations, and operational value. Ensure Operational Readiness & Service Quality: - Engage with Service Operations, support teams, and knowledge owners to ensure smooth transitions into live service. - Contribute to knowledge updates, communications, and enhancements for colleague-facing journeys. - Support labs with metrics definition and benefit tracking across key STL journeys. Champion Continuous Improvement: - Identify inefficiencies within processes, catalogue items, knowledge articles, and employee-facing journeys. - Help squads simplify, automate, and optimize ServiceNow workflows and colleague interactions. What You'll Bring: Essential: Proven experience as a Business Analyst in a digital, service, or technology environment. Experience with ServiceNow and developer experience. Strong skills in requirements elicitation, process mapping, business process improvement, and structured story writing. Ability to work within Agile/SAFe delivery structures while juggling multiple work streams. Confident communicator with the ability to engage diverse stakeholders across Modern Workplace disciplines. A user-centered mindset grounded in data, clarity, and delivering measurable colleague and operational value. Desirable: Exposure to enterprise platforms involved in Modern Workplace journeys (e.g., Devices, Knowledge Management, M365 integrated journeys). Knowledge of journey mapping tools and techniques or collaboration with Service Design teams. Why Join Us? This is your chance to be a part of a dynamic team that is dedicated to enhancing the workplace experience. If you're passionate about technology, enjoy solving problems, and thrive in a collaborative environment, we want to hear from you! Apply now and help shape the future of our client's Modern Workplace! Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Jun 18, 2026
Contractor
Job Opportunity: ServiceNow Business Analyst - Modern Workplace Location: Leeds or Edinburgh (2 days per week onsite) Contract: 12 months Rate: 550 per day (umbrella) Why This Role Matters: Join our client's Service Transformation Lab (STL) and play a key role in revolutionizing the Modern Workplace Platform! Your efforts will simplify colleague technology experiences, enhance Service Catalogue journeys, improve the Employee Centre, and modernize workflows. STL operates through SAFe-aligned feature teams, driving investment-funded enhancements, business-as-usual improvements, and strategic ServiceNow transformations. What You'll Do: Shape Clear and Actionable Requirements: - Lead requirement discovery sessions with Product Owners, Customer Journey Managers, Tech Leads, Architects, Support Teams, and operational SMEs. - Translate colleague and business needs into structured epics, features, and stories for SAFe teams, ensuring clarity of expected outcomes, dependencies, data needs, and acceptance conditions. - Align work across Catalogue, ITSM, and Employee Centre journeys with STL's transformation themes like guided self-service and catalogue simplification. Drive Design & Decision Clarity: - Facilitate workshops, mapping sessions, and impact assessments using STL journey artefacts and the broader Modern Workplace Journey Atlas. - Collaborate with Service Design partners to ensure that colleague experience, simplicity, and accessibility are at the forefront of every change. Operate as Part of SAFe Feature Teams: - Work closely with Product Owners to maintain a healthy backlog and support PI planning. - Assist in estimation, sequencing, and readiness of work across ServiceNow releases and SAFe increments. - Create traceability between business needs, stories, test expectations, and operational value. Ensure Operational Readiness & Service Quality: - Engage with Service Operations, support teams, and knowledge owners to ensure smooth transitions into live service. - Contribute to knowledge updates, communications, and enhancements for colleague-facing journeys. - Support labs with metrics definition and benefit tracking across key STL journeys. Champion Continuous Improvement: - Identify inefficiencies within processes, catalogue items, knowledge articles, and employee-facing journeys. - Help squads simplify, automate, and optimize ServiceNow workflows and colleague interactions. What You'll Bring: Essential: Proven experience as a Business Analyst in a digital, service, or technology environment. Experience with ServiceNow and developer experience. Strong skills in requirements elicitation, process mapping, business process improvement, and structured story writing. Ability to work within Agile/SAFe delivery structures while juggling multiple work streams. Confident communicator with the ability to engage diverse stakeholders across Modern Workplace disciplines. A user-centered mindset grounded in data, clarity, and delivering measurable colleague and operational value. Desirable: Exposure to enterprise platforms involved in Modern Workplace journeys (e.g., Devices, Knowledge Management, M365 integrated journeys). Knowledge of journey mapping tools and techniques or collaboration with Service Design teams. Why Join Us? This is your chance to be a part of a dynamic team that is dedicated to enhancing the workplace experience. If you're passionate about technology, enjoy solving problems, and thrive in a collaborative environment, we want to hear from you! Apply now and help shape the future of our client's Modern Workplace! Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Customer Journey Manager (Business Analyst Data Quality) 6 Months - Contract Leeds / Edinburgh (2 days a week on site) Are you passionate about data and its impact on customer experience? Do you thrive in a dynamic banking environment where your analytical skills can shine? If so, we have an exciting opportunity for you! What You'll Do: As the Customer Journey Manager focused on Data Quality, you'll play a pivotal role in enhancing our customer experience through effective data management. Here's what your day-to-day will look like: Data Analysis: Dive deep into various data sources to identify key themes, trends, and potential business impacts that drive decision-making. Research Excellence: Conduct primary research and curate relevant information to inform analysis and reporting. Stakeholder Support: Enable and advise stakeholders on data management systems and frameworks to maximize business benefits. Documentation Development: Craft, edit, and tailor materials to ensure clear communication across diverse audiences while maintaining organizational standards. Process Improvement: Identify shortcomings in current processes and contribute to enhancements using established change management frameworks. Guidance on Data Policies: Provide insights to managers and stakeholders regarding data policies, procedures, and best practices. Issue Investigation: Investigate queries and non-compliance matters, pinpointing root causes and proposing viable solutions. IT Security & Governance: Support improvements in data governance and security protocols within your area of responsibility. Risk Management: Employ established risk management systems to safeguard the organization against undue risks. Strategic Contribution: Participate in strategic planning and knowledge management efforts, facilitating continuous improvement. Team Leadership: Supervise and guide a team, ensuring alignment with objectives and fostering a collaborative environment. Continuous Learning: Embrace personal development and mentor others through coaching and training opportunities. Networking: Build effective internal networks, offering consultancy-style support and guidance to stakeholders across the organization. Who You Are: A data enthusiast with strong analytical skills and experience in data management. A proactive problem solver who enjoys identifying opportunities for improvement. An excellent communicator, capable of tailoring messages to various audiences. A collaborative team player who thrives in a fast-paced environment and enjoys supporting others. Why Join Us? At our client, you'll be part of a vibrant team committed to delivering outstanding customer experiences. We offer: Competitive salary and benefits package Opportunities for professional growth and development A supportive and inclusive work environment The chance to make a real impact in the banking industry Ready to embark on this exciting journey? If you are eager to leverage your skills in a role that combines data quality management with enhancing customer journeys, we want to hear from you! Apply today and take the next step in your career with us! Join us in shaping the future of banking through data-driven decision-making. Your journey begins here! Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Jun 18, 2026
Contractor
Customer Journey Manager (Business Analyst Data Quality) 6 Months - Contract Leeds / Edinburgh (2 days a week on site) Are you passionate about data and its impact on customer experience? Do you thrive in a dynamic banking environment where your analytical skills can shine? If so, we have an exciting opportunity for you! What You'll Do: As the Customer Journey Manager focused on Data Quality, you'll play a pivotal role in enhancing our customer experience through effective data management. Here's what your day-to-day will look like: Data Analysis: Dive deep into various data sources to identify key themes, trends, and potential business impacts that drive decision-making. Research Excellence: Conduct primary research and curate relevant information to inform analysis and reporting. Stakeholder Support: Enable and advise stakeholders on data management systems and frameworks to maximize business benefits. Documentation Development: Craft, edit, and tailor materials to ensure clear communication across diverse audiences while maintaining organizational standards. Process Improvement: Identify shortcomings in current processes and contribute to enhancements using established change management frameworks. Guidance on Data Policies: Provide insights to managers and stakeholders regarding data policies, procedures, and best practices. Issue Investigation: Investigate queries and non-compliance matters, pinpointing root causes and proposing viable solutions. IT Security & Governance: Support improvements in data governance and security protocols within your area of responsibility. Risk Management: Employ established risk management systems to safeguard the organization against undue risks. Strategic Contribution: Participate in strategic planning and knowledge management efforts, facilitating continuous improvement. Team Leadership: Supervise and guide a team, ensuring alignment with objectives and fostering a collaborative environment. Continuous Learning: Embrace personal development and mentor others through coaching and training opportunities. Networking: Build effective internal networks, offering consultancy-style support and guidance to stakeholders across the organization. Who You Are: A data enthusiast with strong analytical skills and experience in data management. A proactive problem solver who enjoys identifying opportunities for improvement. An excellent communicator, capable of tailoring messages to various audiences. A collaborative team player who thrives in a fast-paced environment and enjoys supporting others. Why Join Us? At our client, you'll be part of a vibrant team committed to delivering outstanding customer experiences. We offer: Competitive salary and benefits package Opportunities for professional growth and development A supportive and inclusive work environment The chance to make a real impact in the banking industry Ready to embark on this exciting journey? If you are eager to leverage your skills in a role that combines data quality management with enhancing customer journeys, we want to hear from you! Apply today and take the next step in your career with us! Join us in shaping the future of banking through data-driven decision-making. Your journey begins here! Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Randstad Technologies Recruitment
City, Manchester
Job Title: Data Analyst - Customer & Product Analytics Location: Manchester (2 days in Office Contract: 6 Months (Extension Likely) Payrate: 50 - 66 Per Hour About the Role We are partnering with a leading global digital platform in the travel and mobility space, looking for a Data Analyst to join their Customer & Product Analytics team. This role sits within a fast-growing business unit focused on enhancing end-to-end travel experiences, including areas such as ride-hailing, rail, and airport transfers. You will play a key role in using data to improve customer journeys and influence product decisions at scale. What You'll Be Doing Analyse large and complex datasets to generate actionable insights Design and deliver scalable reporting, dashboards, and data solutions Partner with cross-functional teams including Product, Engineering, and Business stakeholders Conduct A/B testing and experimentation to evaluate product and feature performance Build and maintain high-quality datasets for advanced analytics Translate technical findings into clear, business-focused insights Support and mentor junior analysts within the team What We're Looking For Proven experience in Data Analytics or a similar role Strong SQL skills and experience with Python / PySpark Experience with data visualisation tools (e.g. Tableau, Power BI) Hands-on experience with A/B testing and experimentation Familiarity with customer analytics tools (e.g. Google Analytics, Adobe Analytics) Strong stakeholder management and communication skills Ability to work independently and manage multiple priorities Nice to Have Background in Statistics, Econometrics, Mathematics, or a related field Experience in product-led, e-commerce, or customer-centric environments This is an urgent role where Hiring Manager is looking to shortlist for an interview urgently. If you are interested then please apply with a copy of your CV or send your CV to khushboo .co .uk Randstad Technologies is acting as an Employment Business in relation to this vacancy.
Jun 16, 2026
Contractor
Job Title: Data Analyst - Customer & Product Analytics Location: Manchester (2 days in Office Contract: 6 Months (Extension Likely) Payrate: 50 - 66 Per Hour About the Role We are partnering with a leading global digital platform in the travel and mobility space, looking for a Data Analyst to join their Customer & Product Analytics team. This role sits within a fast-growing business unit focused on enhancing end-to-end travel experiences, including areas such as ride-hailing, rail, and airport transfers. You will play a key role in using data to improve customer journeys and influence product decisions at scale. What You'll Be Doing Analyse large and complex datasets to generate actionable insights Design and deliver scalable reporting, dashboards, and data solutions Partner with cross-functional teams including Product, Engineering, and Business stakeholders Conduct A/B testing and experimentation to evaluate product and feature performance Build and maintain high-quality datasets for advanced analytics Translate technical findings into clear, business-focused insights Support and mentor junior analysts within the team What We're Looking For Proven experience in Data Analytics or a similar role Strong SQL skills and experience with Python / PySpark Experience with data visualisation tools (e.g. Tableau, Power BI) Hands-on experience with A/B testing and experimentation Familiarity with customer analytics tools (e.g. Google Analytics, Adobe Analytics) Strong stakeholder management and communication skills Ability to work independently and manage multiple priorities Nice to Have Background in Statistics, Econometrics, Mathematics, or a related field Experience in product-led, e-commerce, or customer-centric environments This is an urgent role where Hiring Manager is looking to shortlist for an interview urgently. If you are interested then please apply with a copy of your CV or send your CV to khushboo .co .uk Randstad Technologies is acting as an Employment Business in relation to this vacancy.
Job Opportunity: ServiceNow Business Analyst - Modern Workplace Location: Leeds or Edinburgh (2 days per week onsite) Contract: 12 months Rate: £550 per day (umbrella) Why This Role Matters: Join our client's Service Transformation Lab (STL) and play a key role in revolutionizing the Modern Workplace Platform! Your efforts will simplify colleague technology experiences, enhance Service Catalogue journeys, improve the Employee Centre, and modernize workflows. STL operates through SAFe-aligned feature teams, driving investment-funded enhancements, business-as-usual improvements, and strategic ServiceNow transformations. What You'll Do: Shape Clear and Actionable Requirements: - Lead requirement discovery sessions with Product Owners, Customer Journey Managers, Tech Leads, Architects, Support Teams, and operational SMEs. - Translate colleague and business needs into structured epics, features, and stories for SAFe teams, ensuring clarity of expected outcomes, dependencies, data needs, and acceptance conditions. - Align work across Catalogue, ITSM, and Employee Centre journeys with STL's transformation themes like guided self-service and catalogue simplification. Drive Design & Decision Clarity: - Facilitate workshops, mapping sessions, and impact assessments using STL journey artefacts and the broader Modern Workplace Journey Atlas. - Collaborate with Service Design partners to ensure that colleague experience, simplicity, and accessibility are at the forefront of every change. Operate as Part of SAFe Feature Teams: - Work closely with Product Owners to maintain a healthy backlog and support PI planning. - Assist in estimation, sequencing, and readiness of work across ServiceNow releases and SAFe increments. - Create traceability between business needs, stories, test expectations, and operational value. Ensure Operational Readiness & Service Quality: - Engage with Service Operations, support teams, and knowledge owners to ensure smooth transitions into live service. - Contribute to knowledge updates, communications, and enhancements for colleague-facing journeys. - Support labs with metrics definition and benefit tracking across key STL journeys. Champion Continuous Improvement: - Identify inefficiencies within processes, catalogue items, knowledge articles, and employee-facing journeys. - Help squads simplify, automate, and optimize ServiceNow workflows and colleague interactions. What You'll Bring: Essential: Proven experience as a Business Analyst in a digital, service, or technology environment. Experience with ServiceNow and developer experience. Strong skills in requirements elicitation, process mapping, business process improvement, and structured story writing. Ability to work within Agile/SAFe delivery structures while juggling multiple work streams. Confident communicator with the ability to engage diverse stakeholders across Modern Workplace disciplines. A user-centered mindset grounded in data, clarity, and delivering measurable colleague and operational value. Desirable: Exposure to enterprise platforms involved in Modern Workplace journeys (e.g., Devices, Knowledge Management, M365 integrated journeys). Knowledge of journey mapping tools and techniques or collaboration with Service Design teams. Why Join Us? This is your chance to be a part of a dynamic team that is dedicated to enhancing the workplace experience. If you're passionate about technology, enjoy solving problems, and thrive in a collaborative environment, we want to hear from you! Apply now and help shape the future of our client's Modern Workplace! Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Jun 15, 2026
Contractor
Job Opportunity: ServiceNow Business Analyst - Modern Workplace Location: Leeds or Edinburgh (2 days per week onsite) Contract: 12 months Rate: £550 per day (umbrella) Why This Role Matters: Join our client's Service Transformation Lab (STL) and play a key role in revolutionizing the Modern Workplace Platform! Your efforts will simplify colleague technology experiences, enhance Service Catalogue journeys, improve the Employee Centre, and modernize workflows. STL operates through SAFe-aligned feature teams, driving investment-funded enhancements, business-as-usual improvements, and strategic ServiceNow transformations. What You'll Do: Shape Clear and Actionable Requirements: - Lead requirement discovery sessions with Product Owners, Customer Journey Managers, Tech Leads, Architects, Support Teams, and operational SMEs. - Translate colleague and business needs into structured epics, features, and stories for SAFe teams, ensuring clarity of expected outcomes, dependencies, data needs, and acceptance conditions. - Align work across Catalogue, ITSM, and Employee Centre journeys with STL's transformation themes like guided self-service and catalogue simplification. Drive Design & Decision Clarity: - Facilitate workshops, mapping sessions, and impact assessments using STL journey artefacts and the broader Modern Workplace Journey Atlas. - Collaborate with Service Design partners to ensure that colleague experience, simplicity, and accessibility are at the forefront of every change. Operate as Part of SAFe Feature Teams: - Work closely with Product Owners to maintain a healthy backlog and support PI planning. - Assist in estimation, sequencing, and readiness of work across ServiceNow releases and SAFe increments. - Create traceability between business needs, stories, test expectations, and operational value. Ensure Operational Readiness & Service Quality: - Engage with Service Operations, support teams, and knowledge owners to ensure smooth transitions into live service. - Contribute to knowledge updates, communications, and enhancements for colleague-facing journeys. - Support labs with metrics definition and benefit tracking across key STL journeys. Champion Continuous Improvement: - Identify inefficiencies within processes, catalogue items, knowledge articles, and employee-facing journeys. - Help squads simplify, automate, and optimize ServiceNow workflows and colleague interactions. What You'll Bring: Essential: Proven experience as a Business Analyst in a digital, service, or technology environment. Experience with ServiceNow and developer experience. Strong skills in requirements elicitation, process mapping, business process improvement, and structured story writing. Ability to work within Agile/SAFe delivery structures while juggling multiple work streams. Confident communicator with the ability to engage diverse stakeholders across Modern Workplace disciplines. A user-centered mindset grounded in data, clarity, and delivering measurable colleague and operational value. Desirable: Exposure to enterprise platforms involved in Modern Workplace journeys (e.g., Devices, Knowledge Management, M365 integrated journeys). Knowledge of journey mapping tools and techniques or collaboration with Service Design teams. Why Join Us? This is your chance to be a part of a dynamic team that is dedicated to enhancing the workplace experience. If you're passionate about technology, enjoy solving problems, and thrive in a collaborative environment, we want to hear from you! Apply now and help shape the future of our client's Modern Workplace! Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
