ServiceNow Lead, Business Analyst

Cayuse Holdings; Hagåtña (GU); Remote; USD 96,000 - 110,000; Part time

Job summary

Cayuse Holdings is seeking a Sr. Business Analyst, Functional Lead for ServiceNow to drive the functional side of the engagement.

You will own process design, OOB fit analysis, and backlog prioritization with the client’s Product Owner, leveraging AI to speed delivery. This remote contractor role requires 8+ years in IT business analysis, strong ServiceNow ITSM/HRSD experience, and proven Agile leadership to guide the team from requirements through validation, ensuring client value and timely

Qualifications

• 8+ years in IT business analysis with 5+ years on ServiceNow ITSM/HRSD.
• 1+ year hands-on AI experience (generative or agentic).
• Strong grasp of ITSM processes and OOB platform capabilities.

Responsibilities

• Lead design and fit-gap analysis, favouring OOB features.
• Define, refine, and prioritise the backlog with the Product Owner.
• Manage the incident (INC) and RITM backlog.
• Own Agile artifacts and run scrum ceremonies.
• Guide the development team on requirements, configuration, and testing.
• Apply generative/agentic AI to requirements, stories, configuration and validation.
• Communicate clearly with client stakeholders, including those new to ServiceNow.

Skills

ITSM expertise

ServiceNow ITSM/HRSD

AI experience

Agile & Scrum

Backlog management

Stakeholder communication

Tools

Jira Agile

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