Lead ServiceNow Business Analyst

We are seeking aLead 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