ServiceNow Lead, Business Analyst

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

Overview

Job Title: Sr. Business Analyst, Functional Lead (ServiceNow)

Location: Remote

Job Type: Independent Contract

Start Date: ASAP

Pay Rate: $70-80/hr

Job Summary

Lead the functional side of the ServiceNow engagement. Own process design, out-of-the-box (OOB) fit analysis, and backlog prioritisation with the client’s Product Owner, while using generative and agentic AI to speed up delivery.

Key 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.

Qualifications

Required Skills

• 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

Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS) in ITSM or HRSD