Lead ServiceNow Business Analyst

Quick Facts

• Lead business analysis across enterprise ServiceNow implementations
• Multiple ServiceNow domains: ITSM, CSM, IRM/GRC, TPRM, Privacy, and service management capabilities
• Mentoring and requirements/governance leadership role

Description

We are seeking a Lead ServiceNow Business Analyst to drive business analysis excellence across enterprise ServiceNow implementations. You will guide strategic requirements management, governance frameworks, cross-functional collaboration, and operational readiness to ensure adoption and continuous improvement.

Responsibilities

• Lead business analysis activities across multiple ServiceNow domains
• Define 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
• Harmonize processes and challenge requirements that deviate from standard ServiceNow capability
• Support Platform Owner with backlog governance, roadmap planning, and benefits realization
• 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 at least 3 years as a ServiceNow BA
• 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
• Experience supporting 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
• 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 with a 15% discount
• Benefits package: health insurance, Multisport, shopping vouchers
• Referral bonuses up to $2,000
• Growth opportunities: career development programs, thought leadership, mentoring, soft skills and well-being programs
• Certifications (Anthropic, Gemini, GCP, Azure, AWS) and English classes
• Hybrid by design with the opportunity to work remotely within Poland
• Chance to work abroad for up to 60 days annually and business-driven relocation opportunities
• Corporate, social, and well-being events; offices with entertainment/relaxation zones, table tennis and football, free snacks, and coffee