ServiceNow Lead, Business Analyst

Cayuse Holdings; Cheyenne (WY); Remote; USD 96,000 - 110,000; Part time

Job summary

Cayuse Holdings seeks a Sr. Business Analyst, Functional Lead (ServiceNow) for a remote independent contract, to own process design and OOB fit analysis while leveraging generative AI to accelerate delivery.

You will collaborate with the Product Owner to prioritize backlog, manage incident and request backlogs, and guide the team on requirements, configuration, and testing, ensuring stakeholder alignment throughout the engagement.

Qualifications

• 8+ years in IT business analysis including ServiceNow ITSM/HRSD.
• Experience delivering with AI (generative or agentic) is required.
• Strong understanding of ITSM processes and OOB capabilities.
• Proven skills in Agile, Scrum, and backlog management with Jira/ServiceNow.

Responsibilities

• Lead design of processes with emphasis on out-of-the-box capabilities.
• Partner with Product Owner to refine and prioritize the backlog.
• Manage INC and RITM backlog items for the engagement.
• Own user stories, acceptance criteria, and sprint plans; run ceremonies.
• Guide developers on requirements, configuration, and testing.
• Apply AI techniques to requirements, story writing, and validation.
• Communicate clearly with client stakeholders, including ServiceNow novices.

Skills

IT Business Analysis

ServiceNow ITSM/HRSD

AI experience

ITSM processes

Agile & Scrum

Stakeholder management

Communication skills

Education

ServiceNow CSA certification

ServiceNow CIS ITSM/HRSD

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