Lead ServiceNow Business Analyst

Quick Facts

• Role: Lead ServiceNow Business Analyst

Description

Lead business analysis activities across multiple enterprise ServiceNow domains, establishing BA standards, methodologies, and best practices. Facilitate workshops, gather and manage requirements, and drive governance, operating model design, service ownership frameworks, and business adoption. Act as the primary liaison between business teams, platform teams, and implementation partners, supporting backlog governance, roadmap planning, and continuous improvement.

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

• Lead requirements gathering, management, prioritization, and documentation

• Support operating model design, governance processes, and service ownership frameworks

• Drive operational readiness and business adoption

• Serve 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 support capability

Requirements

• 7+ years of business analysis experience, including at least 3 years of ServiceNow business analyst 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 across 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 implementation activity with long-term platform ownership, operational support, governance, and continuous improvement

• English proficiency at B2 level or higher

Benefits

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

• Benefits package including 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

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

• Certifications and English classes