ServiceNow Lead, Business Analyst

Cayuse Holdings • ,

5d • $70 - $80 • Remote

About The Position

The Sr. Business Analyst, Functional Lead will lead the functional side of a ServiceNow engagement. The role owns process design, out-of-the-box (OOB) fit analysis, and backlog prioritization in collaboration with the client’s Product Owner, while applying generative and agentic AI to accelerate delivery. This is a remote independent contract position with an ASAP start date and a pay rate of $70–$80 per hour.

Requirements

• At least 8 years of IT business analysis experience, including at least 5 years on ServiceNow ITSM or HRSD.
• At least 1 year of hands-on experience developing or delivering with generative or agentic AI.
• Strong grasp of ITSM processes, including incident, request, major incident, and change, and of out-of-the-box platform capabilities.
• Experience with Agile and Scrum, and backlog management in tools such as Jira or ServiceNow Agile Development.
• Strong communication and stakeholder management skills, with the ability to work as a functional lead.
• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Certified Implementation Specialist (CIS) certification in ITSM or HRSD.

Responsibilities

• Lead process design and fit-gap analysis, favoring out-of-the-box capabilities over customization.
• Work with the Product Owner to define, refine, and prioritize the backlog.
• Manage the incident (INC) and request item (RITM) backlog.
• Own Agile artifacts, including user stories, acceptance criteria, and 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 who are new to ServiceNow.

What This Job Offers

• Career Level: Senior
• Education Level: No Education Listed