Lead ServiceNow Business Analyst

Job description

We are seeking a Lead 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