Lead ServiceNow Business Analyst

Quick Facts

• Lead business analysis for enterprise ServiceNow implementations
• Own requirements management, governance, and business adoption across multiple ServiceNow domains
• Mentor Business Analysts and partner with business, platform teams, and implementation partners

Description

Lead business analysis activities across enterprise ServiceNow domains, defining BA standards and facilitating workshops with stakeholders.

Own end-to-end requirements gathering, prioritization, documentation, and traceability from business objectives through testing, operational readiness, and post-deployment improvement. Provide leadership for operating model design, governance processes, backlog governance/roadmap planning, and adoption, while supporting platform standardization and out-of-the-box capability use.

Responsibilities

• Lead business analysis across multiple ServiceNow domains (ITSM, CSM, IRM/GRC, TPRM, Privacy and service management)
• 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 among business teams, platform teams, and implementation partners
• Promote process harmonization and challenge requirements that deviate from standard ServiceNow capability
• Support 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 3+ years of ServiceNow BA experience
• Expertise in ITSM and CSM (IRM/GRC, TPRM, 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 across enterprise platforms: 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
• English proficiency at B2 or higher

Benefits

• Stable pay and participation in an Employee Stock Purchase Plan with a 15% discount
• Health insurance, Multisport, and shopping vouchers
• Referral bonuses up to $2,000
• Office amenities (entertainment and relaxation zones, table tennis and football, free snacks and coffee)
• Corporate social and well-being events
• Career development programs, thought leadership, mentoring, soft skills and well-being programs
• Certifications training/support (Anthropic, Gemini, GCP, Azure, AWS)
• English classes
• Hybrid work model with remote work within Poland
• Opportunity to work abroad up to 60 days annually and business-driven relocation opportunities