Lead ServiceNow Business Analyst

Quick Facts

• Role: Lead ServiceNow Business Analyst

Description

Lead business analysis across enterprise ServiceNow implementations, guiding strategic requirements management, governance frameworks, and cross-functional collaboration. Define BA standards and facilitate workshops with business and technology stakeholders across ITSM, CSM, IRM/GRC, TPRM, Privacy, and service management domains. Act as the primary liaison to support operating model design, backlog governance, roadmap planning, adoption, and end-to-end traceability.

Responsibilities

• Lead business analysis activities across multiple ServiceNow domains

• Define and establish BA standards, methodologies, and best practices

• Facilitate workshops with business and technology stakeholders

• Gather, manage, prioritize, and document requirements

• Support operating model design, governance processes, and service ownership frameworks

• Drive operational readiness and business adoption

• Serve as primary liaison between business teams, platform teams, and implementation partners

• Harmonize processes and challenge requirements that deviate from standard ServiceNow capability

• Support Platform Owner with backlog governance, roadmap planning, benefits realization, and adoption

• Ensure traceability from business objectives through testing, operational readiness, and post-deployment improvement

• Mentor Business Analysts and build supporting capability

Requirements

• 7+ years of Business Analysis experience, including at least 3 years as a ServiceNow Business Analyst

• Expertise in ITSM and CSM; IRM/GRC, TPRM, and Privacy preferred

• Proven experience leading and mentoring BA teams, driving requirements management and establishing analysis standards

• Background in governance, operating model, service ownership, and capability development

• Experience supporting enterprise platforms through implementation, transition, stabilization, and continuous improvement

• Experience with greenfield ServiceNow implementations

• Strong preference for out-of-the-box solution design and platform standardization

• Experience working with external implementation partners

• Familiarity with enterprise-scale ServiceNow environments

• Ability to balance implementation activity with long-term platform ownership, operational support, governance, and continuous improvement

• English proficiency at B2 level or higher

Benefits

• Stable pay and Employee Stock Purchase Plan with a 15% discount

• Benefits package: health insurance, multisport, shopping vouchers

• Referral bonuses up to $2,000

• Hybrid by design with opportunity to work remotely within Poland

• Chance to work abroad for up to 60 days annually and business-driven relocation opportunities

• Career development, thought leadership, mentoring, and soft skills/well-being programs

• Certifications support (Anthropic, Gemini, GCP, Azure, AWS) and English classes

• Corporate, social, and well-being events; offices with entertainment and relaxation zones, table tennis, football, free snacks, and coffee

Benefits listed are available to employees only.