Lead ServiceNow Business Analyst

Quick Facts

• Role: Lead ServiceNow Business Analyst

Description

Lead business analysis activities across enterprise ServiceNow implementations across multiple domains. You will establish BA standards and facilitate workshops to gather, manage, prioritize, and document requirements, while supporting governance, operating model design, and service ownership frameworks. You will drive readiness and business adoption and ensure traceability from business objectives to testing and post-deployment improvements.

Responsibilities

• Lead business analysis across ServiceNow domains including 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 primary 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 support capability

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 ability to lead and mentor BA teams, drive requirements management, and establish analysis standards

• Background in governance, operating model, service ownership, and capability development

• Experience supporting enterprise platform implementation lifecycle (implementation, transition, stabilization, 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

• Employee Stock Purchase Plan with a 15% discount

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

• Referral bonuses up to $2,000

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

• Certification support (Anthropic, Gemini, GCP, Azure, AWS)

• English classes

• Hybrid-by-design with remote work opportunity within Poland

• Chance to work abroad for up to 60 days annually

• Business-driven relocation opportunities

• Corporate social and well-being events