Remote ServiceNow Lead & Business Analyst (AI-Driven)

Cayuse Holdings

Augusta (ME)

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 (ServiceNow) for a remote independent contract role.

You will own the functional side of a ServiceNow engagement, design processes, perform OOB fit analysis, and prioritise the backlog with the client Product Owner using AI to speed delivery. You will lead process design, backlog refinement, and Agile ceremonies, guiding developers on requirements, configuration, and testing while applying generative and agentic AI to various

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, request, 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 customisation
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