ServiceNow / Finance Service Desk Business Analyst


Job Reference





Business Professionals


Birmingham, United Kingdom
Edinburgh, United Kingdom
Leeds, United Kingdom
Liverpool, United Kingdom
London, United Kingdom
Manchester, United Kingdom
Sheffield, United Kingdom

The role

The ServiceNow/Finance Service Desk Business Analyst role will be part of the Finance Transformation Team. The Business Analyst role will support the Programme Lead to deliver the required design deliverables with the key focus being on improving user experience.

The Vector programme’s objective was to replace the firm’s Practice Management System. The Practice Management system (PMS) is core to the operations of the firm. Managing the creation and distribution of bills, revenue management along with the core accountancy functions and controls. This complex programme impacted all aspects of the firm functions, people, and offices.


  • To work closely with the IT ServiceNow BA’s/Finance Process Owners to document and agree requirements for new workflows/forms required in finance
  • Facilitate workshops and meetings to capture and define business requirements
  • Manage and communicate ServiceNow release schedules, change and release duties
  • Support/assess the prioritisation of business requirements
  • Chairing internal meetings, maintain documentation regarding procedures, develop/maintain the finance Pulse page
  • To work directly with end users to resolve/escalate issues/defects within ServiceNow
  • Maintain a knowledge of the SLA’s and KPI’s, aiding the process owners with any ticket queries/escalations
  • Drive continuous improvement – identify areas for enhancement in processes and procedures, actively contributing to their implantation for great efficiency
  • Build and nurture relationships with SME’s, process owners and other programme and firm key stakeholders
  • Global collaboration – collaborate with colleagues from different regions to support clients across international

The Business Analyst must have strong organisational and communication skills. The individual appointed must also be capable of understanding the wider objectives of the programme, be able to influence others, and be able to develop and maintain effective working relationships with stakeholders, with team colleagues and with service providers involved in the management and operation of the programme and have the experience to mentor and support team members.
The role holder will have a background in working on large-scale Finance Transformation Programmes ideally with a wealth of experience in the Legal or professional services industry implementing new Billing and front office process design.

  • Proven experience in providing software helpdesk support – the ability to address client queries/requests effectively
  • Excellent analytical and problem solving skills
  • Excellent written and oral communication skills
  • Good knowledge of support desk working and client service environments
  • Customer service oriented and the ability to work in a team
  • Ability to work independently and efficiently to meet deadlines
  • Self motivated, detail oriented and organised
  • Experience of working with Fulcrum SNAP, Elite Enterprise or similar legal PMS
  • Effective communication skills including documentation and workshop facilitation and ability to present and discuss at all levels within the firm
  • Recognised Business Analyst qualification/certification
  • Experience of Office software such as Word, Excel and PowerPoint

DLA Piper is a global law firm with lawyers and business service professionals located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific. Our global reach ensures that we can help businesses with their legal needs anywhere in the world. We strive to be the leading global business law firm by delivering quality, service excellence and value to our clients and offering practical and innovative legal solutions to help them succeed. Our clients range from multinational, Global 1000, and Fortune 500 enterprises to emerging companies developing industry-leading technologies, as well as government and public sector bodies.

In everything we do connected with our People, our Clients and our Communities, we live by these values:

  • Be Supportive – we are compassionate and inclusive, valuing diversity and acting thoughtfully
  • Be Collaborative – we are proactive, passionate team players investing in our relationships
  • Be Bold – we are fearless and inquisitive, challenging ourselves to think big and find creative new solutions
  • Be Exceptional – we are strategic and driven, exceeding standards and expectations

At DLA Piper, diversity and inclusion underpins how we live our values and everything we do. We believe that everyone has a voice, and that everyone’s voice counts. We know that the rich diversity across our firm makes us stronger, more innovative and creative, which helps us to better serve our clients and communities. We are committed to providing an inclusive working environment and culture across our global firm, where everyone can bring their authentic self to work.

Diversity of perspective, thought, background and culture combine to make us the leading global law firm; that’s why we actively seek to build balanced teams. We welcome the unique contribution that you will bring to our firm and actively encourage applications from all talented people – however your talent is packaged, whatever your background or circumstance and regardless of how you identify.

We recognise that people have responsibilities and interests outside of their career and that as a business, we all benefit from working flexibly. That’s why we are open to discussing with candidates the different ways in which we are able to support requests for agile working arrangements.

In the event that we make an offer to you, and where local legislation permits and where relevant, we will conduct pre-engagement screening checks that may include but are not limited to your professional and academic qualifications, your eligibility to work in the relevant jurisdiction, any criminal records, your financial stability and work-related references.