Remote ServiceNow Lead & AI-Driven Business Analyst

Cayuse Holdings; Boston (MA); Remote; USD 96,000 - 110,000; Full time

Job summary

Cayuse Holdings is seeking a Sr. Business Analyst, Functional Lead (ServiceNow) to drive the functional side of the engagement from a remote location.

You will own process design, OOB fit analysis, and backlog prioritisation with the client’s Product Owner while leveraging generative and agentic AI to accelerate delivery. In this role you will lead design discussions, manage the incident and RITM backlog, and guide the team on requirements, configuration choices, and testing.

Qualifications

• 8+ years in IT business analysis.
• 5+ years on ServiceNow ITSM or HRSD.
• 1+ year hands-on AI development or delivery.

Responsibilities

• Lead process design and fit-gap analysis, prioritising OOB capabilities.
• Define, refine and prioritise backlog with Product Owner.
• Manage incident and RITM backlog.
• Own Agile artifacts and run scrum ceremonies.
• Guide development on requirements, configuration and testing.
• Apply generative and agentic AI to requirements, stories, and validation.
• Communicate clearly with client stakeholders.

Skills

IT business analysis

ServiceNow ITSM/HRSD

AI experience

ITSM processes

Agile/Scrum

Stakeholder management

Tools

Jira

ServiceNow Agile Development

Job description

Cayuse Holdings is seeking a Sr. Business Analyst, Functional Lead (ServiceNow) to drive the functional side of the engagement from a remote location.

You will own process design, OOB fit analysis, and backlog prioritisation with the client’s Product Owner while leveraging generative and agentic AI to accelerate delivery. In this role you will lead design discussions, manage the incident and RITM backlog, and guide the team on requirements, configuration choices, and testing.