The Continual Improvement Business Analyst is responsible for driving service improvements across the organisation by leading the end-to‑-‑end Continual Improvement Management (CIM) workflow. The role requires solid understanding of ITSM processes, ServiceNow development modules, architectural governance workflows, and user story creation. The CIM BA will lead CIM governance discussions, refine requirements, evaluate feasibility, and collaborate with development teams to ensure successful delivery of enhancements. This role also gives directly to maturing CIM by demonstrating AI to optimise processes and improve user experience.
Key Responsibilities1. CIM Workflow & GovernanceLead and chair the CIM governance forum, ensuring structured discussion, prioritisation, and decision-making.
Lead initiatives through the CIM lifecycle—from intake, analysis, qualification, assessment, delivery, and closure.
Ensure CIM records are complete, updated, and aligned with ITSM practices.
Conduct requirement gathering‑ sessions with requestors, collaborators, and process owners.
Analyse requirements for clarity, feasibility, and business value.
Refine initiatives to prepare them for architectural assessment and sprint refinement.
Conduct preliminary feasibility analysis to resolve if an initiative requires Architectural Governance Board review.
Raise and supervise TDA (Technical Design Authority) requests for sophisticated requirements.
Work with architects to understand solution options, constraints, and dependencies.
Translate CIM requirements into high quality‑ user stories for the ServiceNow development team.
Participate in story refinement, acceptance criteria definition, and sprint planning.
Support peer review testing of user stories to ensure quality before higher environment ‑deployment.
Independently design and develop lower complexity ITSM catalog‑ items in ServiceNow.
Support functional testing and validation of catalog updates.
Work closely with developers, platform teams, and QA to ensure smooth story progression.
Monitor story development, testing, and deployment through sprints.
Assist in removing blockers and ensuring on-time‑ delivery.
Apply AI knowledge to enhance CIM workflows, improve automation, and drive efficiency.
Find opportunities to use AI for request routing, prioritisation, reporting, and user experience optimisation.
Give to designing AI assisted‑ features that enhance service quality across LSEG.
Maintain dashboards, trackers, and status reports on initiative progress and backlog health.
Present updates in governance forums and leadership reviews.
Recommend improvements to CIM process, templates, workflows, and user experience.
Good understanding of ITSM processes (Incident, Problem, Change, Request, etc.).
Solid understanding of ServiceNow ITSM and development/story modules.
Ability to design or configure low complexity catalog‑ items.
Familiarity with architectural governance, TDA processes, and basic architectural assessment.
Understanding of AI concepts and their application in workflow/process improvement.
Experience in requirement gathering, documentation, and refinement.
Strong capability to translate requirements into user stories and acceptance criteria.
Workflow analysis, process mapping, and feasibility assessment experience.
Good communication and customer management capabilities.
Ability to lead forums, coordinate across teams, and drive decision-making.
Analytical approach, attention to detail, and structured problem-solving‑ skills.
Ability to handle multiple initiatives simultaneously with clear follow through‑.
ITIL Foundation certification (preferred).
Experience working with ServiceNow in an ITSM environment.
Exposure to Agile/Scrum methodologies and sprint ceremonies.
Experience with AI tools, automation platforms, or ML enabled‑ workflows.
Proud to share LSEG in the India is Great Place to Work certified (Jun ’25 – Jun ’26).
Learn more about life and purpose of our company directly from India colleagues’ video: Bengaluru, India | Where We Work | LSEG
Career Stage:
Senior AssociateLondon Stock Exchange Group (LSEG) Information:
Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
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