ServiceNow Lead, Business Analyst

Cayuse Holdings; Boston (MA); Remote; USD 96,000 - 110,000; Full time

Job summary

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

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. In this role you will lead design discussions, manage the incident and RITM backlog, and guide the team on requirements, configuration choices, and testing.

Qualifications

• 8+ years in IT business analysis.
• 5+ years on ServiceNow ITSM or HRSD.
• 1+ year hands-on AI development or delivery.

Responsibilities

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

Skills

IT business analysis

ServiceNow ITSM/HRSD

AI experience

ITSM processes

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