Lead ServiceNow Business Analyst

Quick Facts

• Role: Lead ServiceNow Business Analyst

• Focus: Enterprise ServiceNow business analysis, requirements governance, and adoption

• Domains: ITSM, CSM, IRM/GRC, TPRM, Privacy, and service management capabilities

Description

Lead business analysis across enterprise ServiceNow implementations, driving strategic requirements management, governance frameworks, and cross-functional collaboration between business stakeholders, platform teams, and implementation partners.

Responsibilities

• Lead business analysis activities across multiple ServiceNow domains

• Define BA standards, methodologies, and best practices

• Facilitate workshops with business and technology stakeholders

• Gather, manage, prioritize, and document requirements

• Provide leadership across ITSM, CSM, IRM/GRC, TPRM, Privacy, and service management capabilities

• 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 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 support capabilities

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 across 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 (15% discount)

• Health insurance and multisport; shopping vouchers

• Referral bonuses up to $2,000

• Corporate social and well-being events; offices with entertainment and relaxation zones

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

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

• Hybrid by design with opportunity for remote work within Poland; possibility to work abroad up to 60 days annually

• Business-driven relocation opportunities