ServiceNow Lead, Business Analyst
Cayuse Holdings, US remote
The role
## Overview
What you will do
- 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
**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
**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