Remote: ServiceNow Functional Lead & Senior Business Analyst
Cayuse Holdings
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Job summary
Cayuse Holdings is seeking a Sr. Business Analyst, Functional Lead (ServiceNow) for a remote, independent contract engagement. You will own the functional design, analyze fit with OOB capabilities, and prioritize the backlog with the Product Owner to accelerate delivery.
You will guide the team on requirements, configuration, testing, and AI-enabled story writing, while ensuring clear stakeholder communication with clients 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, data, 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.
Responsibilities
- Lead process design and fit-gap analysis, favouring out-of-the-box capabilities over customization.
- 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.
Skills
Tools
Job description
Cayuse Holdings is seeking a Sr. Business Analyst, Functional Lead (ServiceNow) for a remote, independent contract engagement. You will own the functional design, analyze fit with OOB capabilities, and prioritize the backlog with the Product Owner to accelerate delivery.
You will guide the team on requirements, configuration, testing, and AI-enabled story writing, while ensuring clear stakeholder communication with clients new to ServiceNow.
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