Lead ServiceNow Business Analyst

EPAM Systems; Polska; Hybrid; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Hybrid by design

Remote work within Poland

Work abroad up to 60 days annually

Relocation opportunities

Employee Stock Purchase Plan with 15%

Health insurance, multisport, shopping

Entertainment and relaxation zones at

Job summary

EPAM Systems is seeking a Lead ServiceNow Business Analyst to drive analysis excellence across enterprise ServiceNow implementations. You will guide requirements management, governance, and cross-functional collaboration between business stakeholders, platform teams and partners.

You will lead BA activities, mentor teams, and ensure traceability from objectives to testing and adoption while shaping operating models and governance across ITSM, CSM, and privacy services.

Qualifications

• 7+ years of Business Analysis experience, including at least 3 years on ServiceNow BA.
• Expertise in ITSM and CSM, with IRM/GRC, TPRM and Privacy preferred.
• Experience leading and mentoring BA teams and establishing analysis standards.
• Background in governance, operating model, service ownership and capability development.
• Experience with large-scale ServiceNow implementations and external partners.

Responsibilities

• Lead BA 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.
• Support operating model design, governance processes and service ownership.
• Drive operational readiness and business adoption.
• Act as liaison between business teams, platform teams and partners.
• Drive process harmonization and challenge deviations from standard ServiceNow capability.
• Support Platform Owner with backlog governance, roadmap planning and benefits realization.
• Ensure traceability from business objectives through testing and deployment improvement.
• Mentor Business Analysts and support capability development.

Skills

ServiceNow

Business Analysis

ITSM

Governance

Stakeholder Facilitation

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

We offer

• We gather like-minded people:
• Top tech minds driving innovation in AI, cloud and digital platform modernization
• Supportive team and agile, startup-like culture
• Hybrid by design mode and opportunity to work remotely within Poland
• Chance to work abroad for up to 60 days annually
• Business-driven relocation opportunities
• We provide growth opportunities:
• Career development programs
• Thought leadership, mentoring, soft skills and well-being programs
• Certification (Anthropic, Gemini, GCP, Azure, AWS)
• English classes
• We cover it all:
• Stable pay
• Participation in the Employee Stock Purchase Plan with a 15% discount
• Benefits package (health insurance, multisport, shopping vouchers)
• Referral bonuses up to $2,000
• Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and more
• Corporate, social and well-being events
• Please, note:
• Benefits listed above are available to employees only
• We are open for working with Contractors. Terms of B2B cooperation agreements are agreed individually
• We will reach out to selected candidates exclusively

EPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.