ServiceNow Lead & BA: AI-Driven ITSM Expert (Remote)

Cayuse Holdings

Santa Fe (NM)

Remote

USD 96,000 - 110,000

Full time

3 days ago

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Job summary

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

You will own process design, OOB fit analysis, and backlog prioritisation with the client’s Product Owner, leveraging generative and agentic AI to accelerate delivery. Ideal candidates have 8+ years in IT business analysis with ServiceNow ITSM/HRSD, plus 1+ year AI experience, and strong ITSM process knowledge.

Qualifications

8+ years in IT business analysis, including 5+ years on ServiceNow ITSM or HRSD.
1+ year 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.