ServiceNow Lead, Business Analyst
- Salary
- $70–$80/hr
- Hiring from
- United States
- Work type
- Remote
- Posted
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Overview
Job Title: Sr. Business Analyst, Functional Lead (ServiceNow)
Location: Remote
Job Type: Independent Contract
Start Date: ASAP
Pay Rate: $70-80/hr
Job Summary
Lead the functional side of the ServiceNow engagement. Own process design, out-of-the-box (OOB) fit analysis, and backlog prioritisation with the client’s Product Owner, while using generative and agentic AI to speed up delivery.
Responsibilities
Key Responsibilities
- Lead process design and fit-gap analysis, favouring out-of-the-box capabilities over customisation.
- Work with Product Owner to define, refine, and prioritise the backlog.
- Manage the incident (INC) and request item (RITM) backlog.
- Own Agile artifacts (user stories, acceptance criteria, sprint plans) and run scrum ceremonies.
- Guide the development team on requirements, configuration choices, and testing.
- Apply generative and agentic AI to requirements, story writing, configuration, and validation.
- Communicate clearly with client stakeholders, including those new to ServiceNow.
Qualifications
Required Skills
- 8+ years in IT business analysis, including 5+ years on ServiceNow ITSM or HRSD
- 1+ year of hands-on experience developing or delivering with AI (generative or agentic)
- Strong grasp of ITSM processes (incident, request, major incident, change) and OOB platform capabilities
- Experience with Agile and Scrum, and with backlog management in tools such as Jira or ServiceNow Agile Development
- Strong communication and stakeholder management; works well as a functional lead
Certifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CIS) in ITSM or HRSD
