Lead ServiceNow Business Analyst

Quick Facts

• Role: Lead ServiceNow Business Analyst

• Focus: Enterprise ServiceNow requirements management, governance, and cross-functional collaboration

• Domains: ITSM, CSM, IRM/GRC, TPRM, Privacy

Description

Drive business analysis excellence across enterprise ServiceNow implementations by leading strategic requirements management, governance frameworks, and cross-functional collaboration between business stakeholders, platform teams, and implementation partners. Lead business analysis activities across multiple ServiceNow domains, support operating model and governance design, and drive operational readiness and business adoption. Ensure traceability from business objectives through testing, operational readiness, and post-deployment improvement.

Responsibilities

• Lead business analysis across multiple ServiceNow domains (ITSM, CSM, IRM/GRC, TPRM, Privacy)

• 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

• Promote process harmonization and challenge requirements that deviate from standard ServiceNow capability

• Support the 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 develop BA capability

Requirements

• 7+ years of Business Analysis experience; at least 3 years as a ServiceNow BA

• 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

• Experience with 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 activities with long-term platform ownership, operational support, governance, and continuous improvement

• English proficiency at B2 level or higher

Benefits

• Stable pay

• Employee Stock Purchase Plan with a 15% discount

• Comprehensive benefits package (health insurance, multisport, shopping vouchers)

• Referral bonuses up to $2,000

• Corporate events and social/well-being activities

• Growth opportunities: career development programs, thought leadership, mentoring, soft skills and well-being programs

• Certifications (Anthropic, Gemini, GCP, Azure, AWS)

• English classes

• Hybrid-by-design with opportunity to work remotely within Poland

• Chance to work abroad for up to 60 days annually

• Business-driven relocation opportunities

• Offices with entertainment/relaxation zones, table tennis/football, and free snacks/coffee