[Hiring] ServiceNow Lead, Business Analyst @Cayuse Holdings

Role Description

Lead the functional side of the ServiceNow 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.

Responsibilities

• 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 ServiceNow.

Qualifications

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

Certifications

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

Benefits

• Pay Rate: $70-80/hr
• Job Type: Independent Contract
• Location: Remote
• Start Date: ASAP