ServiceNow Lead & BA (Remote) – AI-Driven ITSM

Cayuse Holdings; Boise (ID); Remote; USD 96,000 - 110,000; Full time

Job summary

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

You will own process design, OOB fit analysis, and backlog prioritisation with the client’s Product Owner, leveraging AI to accelerate delivery. You will lead fit-gap analyses, work with the Product Owner on backlog, manage INC and RITM backlogs, own Agile artifacts, and guide the development team on requirements and testing.

Qualifications

• 8+ years in IT business analysis and related engagements.
• 5+ years of hands-on ServiceNow ITSM or HRSD experience.

Responsibilities

• Lead process design and fit-gap analysis, favouring out-of-the-box capabilities over customization.
• Define, refine, and prioritize the backlog with the Product Owner.
• 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, and testing.

Skills

IT business analysis

ServiceNow ITSM/HRSD

AI (generative/agentic)

Agile/Scrum

Stakeholder management

Tools

Jira

ServiceNow Agile Development

Job description

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

You will own process design, OOB fit analysis, and backlog prioritisation with the client’s Product Owner, leveraging AI to accelerate delivery. You will lead fit-gap analyses, work with the Product Owner on backlog, manage INC and RITM backlogs, own Agile artifacts, and guide the development team on requirements and testing.