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We are seeking a Lead ServiceNow Business Analyst to drive business analysis excellence across enterprise ServiceNow implementations, guiding strategic requirements management, governance frameworks and cross-functional collaboration between business stakeholders, platform teams and implementation partners.
Responsibilities
- Lead business analysis activities across multiple ServiceNow domains
- Define and establish BA 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 support capability development
Requirements
- 7+ years of Business Analysis experience, including a minimum of 3 years of ServiceNow BA experience
- Expertise in ITSM and CSM, with IRM/GRC, TPRM and Privacy preferred
- Proven experience leading and mentoring BA teams, driving requirements management and establishing analysis standards
- Background in supporting governance, operating model, service ownership and capability development
- Experience with 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
- Capability to balance implementation activity with long-term platform ownership, operational support, governance and continuous improvement
- English proficiency at B2 level or higher