Lead ServiceNow Business Analyst

Quick Facts

• Role: Lead ServiceNow Business Analyst

Description

Lead enterprise ServiceNow business analysis across multiple domains, driving requirements management excellence and governance frameworks. Establish BA standards and best practices, facilitate workshops, and ensure traceability from business objectives through testing, operational readiness, and post-deployment improvements. Mentor Business Analysts and collaborate with business teams, platform teams, and implementation partners to harmonize processes and support adoption.

Responsibilities

• Lead business analysis activities across ITSM, CSM, IRM/GRC, TPRM, Privacy, and service management capabilities

• 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

• Act as liaison between business teams, platform teams, and implementation partners

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

• 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 of ServiceNow BA experience

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

• English proficiency at B2 level or higher

Benefits

• Hybrid work model with opportunity to work remotely within Poland

• Chance to work abroad for up to 60 days annually

• Business-driven relocation opportunities

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

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

• English classes

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

• Benefits package (health insurance, multisport, shopping vouchers)

• Referral bonuses up to $2,000

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

• Corporate, social, and well-being events