ServiceNow Lead, Business Analyst

The ServiceNow Lead, Business Analyst will drive the functional delivery of a ServiceNow engagement, taking ownership of process design, requirements, and solution alignment. You will work closely with the client's Product Owner to assess business needs, prioritize the backlog, and maximize the use of out-of-the-box platform capabilities. Acting as the functional lead, you will guide development teams through requirements definition, configuration decisions, and testing. The role also involves coordinating Agile delivery activities and maintaining clear, actionable documentation. By applying generative and agentic AI, you will help accelerate requirements analysis, story creation, and solution validation. This is an opportunity to combine deep ServiceNow expertise with modern AI-driven delivery practices in a client-facing environment.

The ideal candidate brings extensive IT business analysis experience, strong ServiceNow functional expertise, and practical exposure to AI-enabled delivery. You should be comfortable leading client discussions, managing Agile backlogs, and guiding cross-functional teams.

• At least 8 years of experience in IT business analysis.

• At least 5 years of experience working with ServiceNow ITSM or HR Service Delivery (HRSD).

• At least 1 year of hands-on experience developing or delivering solutions using generative or agentic AI.

• Strong understanding of IT Service Management processes, including incident management, request management, major incident management, and change management.

• In-depth knowledge of ServiceNow out-of-the-box platform capabilities.

• Experience working with Agile and Scrum methodologies.

• Demonstrated experience managing backlogs and Agile delivery activities using tools such as Jira or ServiceNow Agile Development.

• Strong communication and stakeholder management skills, with the ability to lead functional discussions and align different teams.

• Ability to operate effectively as a functional lead in a client-facing environment.

Required Certifications

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Implementation Specialist (CIS) in ITSM or HRSD.