ServiceNow Functional Lead & Business Analyst (Remote)

Cayuse Holdings; Madison (WI); Remote; USD 96,000 - 110,000; Full time

Job summary

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

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. The role demands extensive ITSM and ServiceNow experience, strong Agile discipline, and excellent stakeholder communication.

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.
• Experience with Agile and Scrum and 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, favouring out-of-the-box capabilities.
• Define, refine, and prioritise the backlog with the Product Owner.
• Manage the incident and RITM backlog.
• Own Agile artifacts and run scrum ceremonies.
• Guide development on requirements, configuration, and testing.
• Apply generative/agentic AI to requirements, story writing, configuration, and validation.
• Communicate clearly with client stakeholders, including those new to ServiceNow.

Skills

IT business analysis

ServiceNow ITSM/HRSD

AI experience (generative/agentic)

ITSM processes (Incidents, Requests, C

Agile & Scrum

Backlog management (Jira, ServiceNow)

Stakeholder communication

Tools

Jira

ServiceNow Agile Development

Job description

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

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. The role demands extensive ITSM and ServiceNow experience, strong Agile discipline, and excellent stakeholder communication.