ServiceNow Lead, Business Analyst

Accountabilities As the functional lead, you will oversee the business analysis and process design activities supporting the ServiceNow engagement, ensuring that solutions meet business needs while remaining aligned with standard platform capabilities.

• Lead process design and fit-gap analysis, prioritizing out-of-the-box ServiceNow functionality over unnecessary customization.

• Collaborate with the client's Product Owner to define, refine, and prioritize the product backlog.

• Manage incident (INC) and request item (RITM) backlogs, ensuring requirements are clearly documented and prioritized.

• Own Agile delivery artifacts, including user stories, acceptance criteria, and sprint plans.

• Facilitate Scrum ceremonies and support the team throughout the Agile delivery lifecycle.

• Guide development teams on functional requirements, configuration decisions, and testing activities.

• Apply generative and agentic AI tools to accelerate requirements analysis, user story writing, configuration, and solution validation.

• Communicate effectively with client stakeholders, translating technical and functional concepts into clear explanations, including for stakeholders with limited ServiceNow experience.

Requirements

The ideal candidate brings extensive IT business analysis experience, strong ServiceNow functional expertise, and practical exposure to AI-enabled delivery. You should be comfortable leading client discussions, managing Agile backlogs, and guiding cross-functional teams.

• At least 8 years of experience in IT business analysis.

• At least 5 years of experience working with ServiceNow ITSM or HR Service Delivery (HRSD).

• At least 1 year of hands-on experience developing or delivering solutions using generative or agentic AI.

• Strong understanding of IT Service Management processes, including incident management, request management, major incident management, and change management.

• In-depth knowledge of ServiceNow out-of-the-box platform capabilities.

• Experience working with Agile and Scrum methodologies.

• Demonstrated experience managing backlogs and Agile delivery activities using tools such as Jira or ServiceNow Agile Development.

• Strong communication and stakeholder management skills, with the ability to lead functional discussions and align different teams.

• Ability to operate effectively as a functional lead in a client-facing environment.

Required Certifications

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Implementation Specialist (CIS) in ITSM or HRSD.

Benefits

• Contract-based independent consulting engagement.

• Hourly compensation of $70–$80.

• Remote work arrangement.

• Expected start date: ASAP.

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