ServiceNow Lead, Business Analyst

Job Title: Sr. Business Analyst, Functional Lead (Service Now)

Location: Remote

Job Type: Independent Contract

Start Date: ASAP

Pay Rate: $70-80/hr

Lead the functional side of the Service Now 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.

• 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 Service Now.

• 8+ years in IT business analysis, including 5+ years on Service Now 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 Service Now Agile Development
• Strong communication and stakeholder management; works well as a functional lead

• Service Now Certified System Administrator (CSA)
• Service Now Certified Implementation Specialist (CIS) in ITSM or HRSD