Lead ServiceNow Business Analyst

Quick Facts

• Role: Lead ServiceNow Business Analyst

Description

Lead enterprise business analysis across multiple ServiceNow domains, establishing BA standards, governance frameworks, and requirements management. Facilitate workshops with business and technology stakeholders, harmonize processes against standard ServiceNow capabilities, and ensure traceability from business objectives through testing and post-deployment improvement. Mentor Business Analysts and drive operating model design, adoption, and backlog/roadmap governance with platform teams and implementation partners.

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
• Serve as primary liaison between business teams, platform teams, and implementation partners
• Harmonize processes and challenge requirements that deviate from standard ServiceNow capability
• Support platform backlog governance, roadmap planning, and benefits realization
• Ensure traceability from business objectives through testing, operational readiness, and post-deployment improvements
• 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
• Experience leading and mentoring BA teams; driving requirements management and establishing analysis standards
• Background supporting governance, operating model, service ownership, and capability development
• Experience across enterprise platform lifecycle: implementation, transition, stabilization, and continuous improvement
• Experience with greenfield ServiceNow implementations
• 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 delivery with long-term platform ownership, operational support, governance, and continuous improvement
• English proficiency at B2 level or higher

Benefits

• Hybrid work model with opportunity to work remotely within Poland
• Ability to work abroad for up to 60 days annually
• Business-driven relocation opportunities
• Career development programs and thought leadership support
• Mentoring, soft skills, and well-being programs
• Certification support (Anthropic, Gemini, GCP, Azure, AWS)
• English classes
• Stable pay and Employee Stock Purchase Plan with a 15% discount
• Benefits package: 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
• Note: benefits listed above are available to employees only
• Contractors may be considered under individually agreed B2B terms