Senior/Lead ServiceNow Business Analyst

Quick Facts

• Role: Senior/Lead ServiceNow Business Analyst

• Work model: Hybrid (office in Warsaw 1 time per week)

• Start: ASAP

Description

Join a ServiceNow practice as a Senior/Lead Business Analyst to drive business analysis, process optimization, and governance across ServiceNow initiatives. The role focuses on ITSM and CSM, with additional responsibility around privacy management and related governance/risk processes (IRM/GRC and TPRM are nice-to-haves). You will lead requirements, workshops, backlog/user stories, and support testing/UAT and business readiness.

Responsibilities

• Lead and support business analysis activities across ServiceNow initiatives

• Gather, analyze, and document business requirements and process improvements

• Facilitate stakeholder workshops and align business and technology objectives

• Prepare and manage backlog items, user stories, and acceptance criteria

• Support process design, testing, UAT, and business readiness activities

• Ensure requirements traceability and adoption of BA best practices

• Collaborate across multiple workstreams to deliver high-quality solutions

• Support governance, risk, compliance, third-party risk, privacy, ITSM, and customer service processes

Requirements

• Proven experience working with ServiceNow platforms and implementations

• Strong background in Business Analysis, Process Design, and Requirements Management

• Experience leading teams, mentoring colleagues, and driving delivery across complex initiatives

• Hands-on experience with workshops facilitation, backlog readiness, UAT, and stakeholder management

• Strong communication skills in complex, cross-functional environments

• Experience driving business readiness, process alignment, and user adoption

• ServiceNow module experience: ITSM and CSM

• Privacy Management experience

• Advanced English (at least B2+/C1)

Benefits

• Full-time role

• Hybrid work with 1 office day per week in Warsaw

• Start: ASAP