ServiceNow​/AI Business Analyst

Position: ServiceNow / AI Business Analyst
Service Now AI Business Analyst - 100% Remote, Fortune 100 Customer Candidates must be eligible to work W2 without sponsorship.

Job Description This fully remote Senior Service Now AI Business Analyst role supports a large-scale Service Now AI Service Management transformation. You will partner closely with business stakeholders, product owners, architects, developers, process owners, and AI teams to identify, define, and translate complex business needs into well-structured, AI-enabled Service Now use cases and requirements. The role combines deep Service Now ITSM expertise with advanced business analysis skills and hands-on experience with Service Now AI capabilities, particularly Now Assist, to design solutions that can be configured, tested, governed, and measured effectively.

Responsibilities Lead and facilitate complex discovery sessions and requirements workshops with business and technology stakeholders to identify opportunities to apply AI within the Service Now platform.

Translate high-level business requests and problems into clearly structured AI use cases, functional requirements, user stories, acceptance criteria, and detailed process and workflow diagrams.

Develop and maintain a well-organized backlog of AI-enabled Service Now work items, ensuring each item includes clear business value, requirements, and acceptance criteria.

Ask targeted AI-specific discovery questions to clarify business objectives, such as what problem is being solved, who will consume AI-generated outputs, and what information or knowledge the AI should use.

Define the decisions AI can assist with versus those it should make or execute autonomously, and identify where human review or approval is required within AI-enabled workflows.

Establish clear definitions of acceptable AI responses and design appropriate handling paths for scenarios where the AI is uncertain, incorrect, or unable to provide an answer.

Identify and document data, privacy, security, and access restrictions that apply to AI use cases, ensuring alignment with enterprise policies and compliance requirements.

Collaborate with Product Owners, Service Now Architects, Developers, ITSM process owners, data teams, and business stakeholders to refine and validate AI-enabled requirements and designs.

Evaluate incoming requests for feasibility, business value, user impact, dependencies, risks, and organizational readiness, and provide recommendations on prioritization and approach.

Challenge and refine stakeholder requests to distinguish where AI adds real value versus where traditional workflow automation or other solutions are more appropriate.

Support the design of AI-enabled Service Now solutions so they can be effectively configured, tested, governed, and measured for performance and business impact.

Define metrics and measurement approaches to assess whether AI capabilities are delivering the expected value and contributing to improved service management outcomes.

Contribute to continuous improvement of Service Now ITSM and AI practices by sharing insights from discovery sessions, requirements analysis, and solution performance.

Ensure that Service Now AI initiatives align with established Incident, Problem, Change, Request, Knowledge Management, and Service Catalog processes.

Essential Skills5+ years of experience as a Business Analyst, Senior Business Analyst, Product Analyst, or in a similar role supporting enterprise technology initiatives.

Strong hands-on experience working within the Service Now ecosystem.

Deep understanding of Service Now IT Service Management (ITSM), including Incident, Problem, Change, Request, Knowledge Management, and Service Catalog processes.

Proven experience supporting Service Now AI initiatives such as Now Assist, Virtual Agent, AI Search, Predictive Intelligence, Generative AI, or comparable AI-enabled Service Now capabilities.

Demonstrated ability to facilitate complex stakeholder discovery and requirements workshops across business and technology teams.

Strong experience converting business needs into user stories, functional requirements, acceptance criteria, process and workflow diagrams, use cases, and backlog items.

Solid understanding of Generative AI and enterprise AI concepts, particularly the considerations that differ from traditional workflow automation.

Ability to work effectively and collaboratively with Product Owners, Service Now Architects, Developers, ITSM process owners, data teams, and business stakeholders.

Experience with business…