Lead ServiceNow Business Analyst

Quick Facts

• Lead business analysis for enterprise ServiceNow implementations
• Domains include ITSM, CSM, IRM/GRC, TPRM, Privacy, and service management capabilities
• Hybrid role with opportunity for remote work within Poland; up to 60 days abroad annually

Description

You will drive business analysis excellence across enterprise ServiceNow implementations by defining BA standards, facilitating cross-functional collaboration, and managing strategic requirements. You will support governance and operating model design, ensure traceability from business objectives through testing and operational readiness, and drive adoption and post-deployment improvements. You will also mentor Business Analysts and work with the Platform Owner on backlog governance, roadmap planning, and benefits realization.

Responsibilities

• Lead business analysis across multiple ServiceNow domains
• Define 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
• Act as primary liaison between business teams, platform teams, and implementation partners
• Harmonize processes and challenge requirements that deviate from standard ServiceNow capability
• Support 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 develop the support capability

Requirements

• 7+ years of Business Analysis experience, including at least 3 years in ServiceNow business analysis
• Expertise in ITSM and CSM; IRM/GRC, TPRM, and Privacy preferred
• Proven experience leading and mentoring BA teams 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 15% discount
• Comprehensive benefits package (health insurance, MultiSport, shopping vouchers)
• Referral bonuses up to $2,000
• Certification opportunities (Anthropic, Gemini, GCP, Azure, AWS)
• English classes
• Growth programs including career development, thought leadership, mentoring, soft skills, and well-being programs
• Corporate, social, and well-being events; offices with entertainment and relaxation zones
• Hybrid-by-design with remote work opportunity within Poland; up to 60 days abroad annually
• Business-driven relocation opportunities
• Contractors may be considered; B2B terms agreed individually