Remote ServiceNow Lead & BA — AI-Driven Delivery

Cayuse Holdings; Helena (MT); Remote; USD 96,000 - 110,000; Part time

Job summary

Cayuse Holdings is seeking a Sr. Business Analyst, Functional Lead (ServiceNow) for a remote, independent contract engagement.

You will own the functional side of the ServiceNow delivery, drive process design, OOB fit analysis, backlog prioritisation with the client’s Product Owner, and leverage AI to accelerate delivery. You will guide the analytics and configuration work, ensure alignment with ITSM processes, and communicate effectively with stakeholders who are new to ServiceNow, delivering

Qualifications

• 8+ years in IT business analysis, incl. 5+ years on ServiceNow ITSM/HRSD.
• 1+ year hands-on experience with AI (generative or agentic).
• Strong ITSM knowledge (incident, request, major incident, change) and OOB capabilities.
• Experience with Agile and Scrum, backlog management in Jira or ServiceNow.
• Excellent communication and stakeholder management; able to lead as a functional lead.

Responsibilities

• Lead process design and fit-gap analysis, preferring out-of-the-box capabilities.
• Define, refine, and prioritise the backlog with the Product Owner.
• Manage the incident and request item backlog.
• Own Agile artifacts 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

ITSM processes

ServiceNow ITSM/HRSD

AI (generative/agentic)

Agile/Scrum

Backlog management (Jira/ServiceNow)

Stakeholder communication

Job description

Cayuse Holdings is seeking a Sr. Business Analyst, Functional Lead (ServiceNow) for a remote, independent contract engagement.

You will own the functional side of the ServiceNow delivery, drive process design, OOB fit analysis, backlog prioritisation with the client’s Product Owner, and leverage AI to accelerate delivery. You will guide the analytics and configuration work, ensure alignment with ITSM processes, and communicate effectively with stakeholders who are new to ServiceNow, delivering