Lead ServiceNow Business Analyst

Quick Facts

• Lead business analysis for enterprise ServiceNow implementations across multiple domains
• Focus on requirements management, governance, adoption, and operational readiness
• Mentors Business Analysts and supports platform backlog and roadmap governance

Description

Lead business analysis activities across multiple ServiceNow domains, defining BA standards and facilitating workshops with business and technology stakeholders. Own requirements gathering, prioritization, documentation, and traceability from business objectives through testing, operational readiness, and post-deployment improvements. Support operating model design, governance processes, service ownership frameworks, and drive adoption and operational readiness.

Responsibilities

• 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 liaison between business teams, platform teams, and implementation partners
• Harmonize processes 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 support capability development

Requirements

• 7+ years of Business Analysis experience; 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 with 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 and Employee Stock Purchase Plan (15% discount)
• Health insurance, multisport, and shopping vouchers
• Referral bonuses up to $2,000
• Hybrid work with opportunity to work remotely within Poland; chance to work abroad up to 60 days annually
• Career development programs, thought leadership, mentoring, soft skills, and well-being programs
• Certifications (Anthropic, Gemini, GCP, Azure, AWS) and English classes
• Corporate social and well-being events; offices with entertainment and relaxation zones, table tennis and football, and free snacks/coffee