ServiceNow Lead, Business Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee process design and fit-gap assessments, prioritizing out-of-the-box functionalities over custom solutions.

• Collaborate with the Product Owner to establish, refine, and prioritize the project backlog.

• Manage the incident (INC) and request item (RITM) backlog effectively.

• Take ownership of Agile artifacts (such as user stories, acceptance criteria, and sprint plans) and facilitate scrum ceremonies.

• Provide guidance to the development team regarding requirements, configuration decisions, and testing protocols.

• Utilize generative and agentic AI for requirements gathering, story creation, configuration, and validation processes.

• Maintain clear communication with client stakeholders, including those who are unfamiliar with ServiceNow.

⛳️ Requirements

• A minimum of 8 years in IT business analysis, with at least 5 years focused on ServiceNow ITSM or HRSD.

• At least 1 year of practical experience in developing or delivering solutions that involve AI (either generative or agentic).

• A solid understanding of ITSM processes (including incident, request, major incident, and change) as well as out-of-the-box platform capabilities.

• Familiarity with Agile and Scrum methodologies, including backlog management using tools like Jira or ServiceNow Agile Development.

• Excellent communication and stakeholder management skills; proven ability to function effectively as a lead in a functional capacity.

• ServiceNow Certified System Administrator (CSA) certification.

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

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and growth.

• Dynamic work environment with a focus on innovation and collaboration.