ServiceNow Functional Lead & Senior BA — Remote Contract

Cayuse Holdings; Bismarck (ND); Remote; USD 96,000 - 110,000; Full time

Job summary

Cayuse Holdings is looking for a Sr. Business Analyst, Functional Lead (ServiceNow) to lead the functional side of the ServiceNow engagement.

You will design processes, assess OOB fit, and prioritise the backlog with the client’s Product Owner, while leveraging generative and agentic AI to accelerate delivery. You will guide the development team on requirements, configuration, and testing, manage the incident and RITM backlogs, and own Agile artifacts including user stories and sprint plans.

Qualifications

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

Responsibilities

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

Skills

IT business analysis

ServiceNow ITSM/HRSD

AI experience (generative/agentic)

ITSM processes

Agile and Scrum

Backlog management tools

Stakeholder communication

Tools

Jira

ServiceNow Agile Development

Job description

Cayuse Holdings is looking for a Sr. Business Analyst, Functional Lead (ServiceNow) to lead the functional side of the ServiceNow engagement.

You will design processes, assess OOB fit, and prioritise the backlog with the client’s Product Owner, while leveraging generative and agentic AI to accelerate delivery. You will guide the development team on requirements, configuration, and testing, manage the incident and RITM backlogs, and own Agile artifacts including user stories and sprint plans.