Lead ServiceNow Business Analyst

Quick Facts

Lead business analysis for enterprise ServiceNow implementations across multiple domains.

Description

Lead business analysis activities across enterprise ServiceNow implementations, guiding strategic requirements management, governance frameworks, and cross-functional collaboration between business stakeholders, platform teams, and implementation partners.

Responsibilities

• Define and establish business analysis standards, methodologies, and best practices
• Facilitate workshops with business and technology stakeholders
• Lead requirements gathering, management, prioritization, and documentation
• 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 BA support capability

Requirements

• 7+ years of Business Analysis experience, including at least 3 years of ServiceNow BA experience
• Expertise in ITSM and CSM; IRM/GRC, TPRM, and Privacy preferred
• Proven experience leading and mentoring BA teams
• 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
• Ability to balance implementation work with long-term platform ownership, operational support, governance, and continuous improvement
• English proficiency at B2 level or higher

Benefits

• Hybrid work model with the opportunity to work remotely within Poland
• Work abroad opportunities for up to 60 days annually
• Business-driven relocation opportunities
• Career development programs, thought leadership, mentoring, soft skills, and well-being programs
• Certification support (Anthropic, Gemini, GCP, Azure, AWS) and English classes
• Stable pay; Employee Stock Purchase Plan with a 15% discount
• Benefits package (health insurance, multisport, shopping vouchers)
• Referral bonuses up to $2,000
• Office amenities and events (entertainment/relaxation zones, free snacks and coffee, social and well-being events)