Lead Business Analyst; ServiceNow

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The Lead Business Analyst (Service Now) is responsible for leading work within or across end-to-end solution lifecycle. They hold accountability for meeting business needs, supporting business strategy, and ensuring IT solutions have sound operation. They provide in-depth knowledge of the business needs, business processes, and corresponding solutions. They provide technical guidance in partnership with cross-organizational team members to ensure solutions align with architecture and IT strategy.

They are a key contact to business, customer and stakeholder groups for their respective domain, helping ensure business needs and corresponding value and risk are well represented.

• Develop and maintain trusted relationships with business stakeholders, process owners, and technology partners.
• Collaborate with leadership teams to align business priorities with platform strategy and roadmap objectives.

• Lead discovery workshops, stakeholder interviews, and requirements gathering activities.
• Translate complex business needs into well-defined:
  • Epics
  • Features
  • User Stories
  • Functional Requirements
  • Process Flows
  • Acceptance Criteria
• Ensure requirements are complete, clear, testable, traceable, and aligned with business value objectives.
• Drive consistent requirements management practices across projects and product teams.
• Establish and maintain standards for documentation quality and delivery readiness.

Provide consultative guidance across the Service Now platform including:

• IT Service Management (ITSM)
• HR Service Delivery (HRSD)
• IT Operations Management (ITOM)
• CMDB & Service Mapping
• Strategic Portfolio Management (SPM)
• Security Operations (Sec Ops)
• Employee Center
• Service Catalog
• Knowledge Management
• Automation & Integration Capabilities
• AI / Now Assist Solutions

• Support Product Owners and platform leadership in backlog management and prioritization activities.
• Ensure stories meet Definition of Ready standards before entering development.
• Participate in sprint planning, demonstrations, retrospectives, and release readiness activities.
• Collaborate with development teams throughout delivery to ensure business intent is preserved and outcomes are achieved.

• Serve as a leader within the Business Analysis community supporting the Service Now platform.
• Develop and maintain standardized onboarding practices for Business Analysts.
• Mentor and coach junior and mid-level Business Analysts.
• Promote knowledge sharing, best practices, and continuous improvement.
• Establish consistent BA methodologies, templates, governance practices, and stakeholder engagement models.
• Foster collaboration across product teams and delivery organizations.

• Bachelor’s degree in Technology, Science, Business or related field, or 4 years of experience equivalent to the position.
• Seven years of related functional experience.
• Experience with project or product delivery practices, including SDLC, Agile, and Waterfall.
• Demonstrated ability to recommend innovative solutions to meet business needs.
• Ability to drive continuous improvement through lean and agile practices.
• Demonstrated in-depth knowledge of end-to-end process and system capabilities, as well as industry standards and emerging technologies and methods.
• Strong understanding of technical, functional, and operational details of respective solutions.
• Strong problem-solving and analytical skills.
• Demonstrated ability to build functional and technical subject matter expertise, as well as process and tools expertise, and drive consistency in processes.
• In-depth knowledge or the ability to quickly attain expertise on core IT components within the respective domain.
• Excellent communication skills,…