Lead ServiceNow Business Analyst

Quick Facts

• Role: Lead ServiceNow Business Analyst

Description

Lead business analysis across multiple ServiceNow domains for enterprise implementations. You will define BA standards and methodologies, facilitate workshops with business and technology stakeholders, and manage requirements gathering, prioritization, documentation, and traceability through testing and post-deployment improvements. The role also includes leadership across ITSM, CSM, IRM/GRC, TPRM, Privacy, and service management capabilities, supporting governance, operational readiness, adoption, and mentoring.

Responsibilities

• Lead business analysis activities across multiple ServiceNow domains
• Define and establish 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
• Drive 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 support capability

Requirements

• 7+ years of Business Analysis experience, including 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
• English proficiency at B2 level or higher

Benefits

• Stable pay and participation in an Employee Stock Purchase Plan (15% discount)
• Benefits package (health insurance, multisport, shopping vouchers)
• Referral bonuses up to $2,000
• Career development programs, thought leadership, mentoring, soft skills, and well-being programs
• Certifications (Anthropic, Gemini, GCP, Azure, AWS) and English classes
• Hybrid work with remote opportunity within Poland
• Chance to work abroad for up to 60 days annually; business-driven relocation opportunities
• Corporate, social and well-being events; offices with entertainment and relaxation zones, table tennis and football, free snacks, and coffee