Remote ServiceNow Lead & BA — AI-Enhanced ITSM

Cayuse Holdings

Hagåtña (GU)

Remote

USD 96,000 - 110,000

Part time

4 days ago

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Job summary

Cayuse Holdings is seeking a Sr. Business Analyst, Functional Lead for ServiceNow to drive the functional side of the engagement.

You will own process design, OOB fit analysis, and backlog prioritization with the client’s Product Owner, leveraging AI to speed delivery. This remote contractor role requires 8+ years in IT business analysis, strong ServiceNow ITSM/HRSD experience, and proven Agile leadership to guide the team from requirements through validation, ensuring client value and timely

Qualifications

8+ years in IT business analysis with 5+ years on ServiceNow ITSM/HRSD.
1+ year hands-on AI experience (generative or agentic).
Strong grasp of ITSM processes and OOB platform capabilities.

Responsibilities

Lead design and fit-gap analysis, favouring OOB features.
Define, refine, and prioritise the backlog with the Product Owner.
Manage the incident (INC) and RITM backlog.
Own Agile artifacts and run scrum ceremonies.
Guide the development team on requirements, configuration, and testing.
Apply generative/agentic AI to requirements, stories, configuration and validation.
Communicate clearly with client stakeholders, including those new to ServiceNow.