ServiceNow Lead, Business Analyst

Cayuse Holdings; Helena (MT); Remote; USD 96,000 - 110,000; Part time

Job summary

Cayuse Holdings is seeking a Sr. Business Analyst, Functional Lead (ServiceNow) for a remote, independent contract engagement.

You will own the functional side of the ServiceNow delivery, drive process design, OOB fit analysis, backlog prioritisation with the client’s Product Owner, and leverage AI to accelerate delivery. You will guide the analytics and configuration work, ensure alignment with ITSM processes, and communicate effectively with stakeholders who are new to ServiceNow, delivering

Qualifications

• 8+ years in IT business analysis, incl. 5+ years on ServiceNow ITSM/HRSD.
• 1+ year hands-on experience with AI (generative or agentic).
• Strong ITSM knowledge (incident, request, major incident, change) and OOB capabilities.
• Experience with Agile and Scrum, backlog management in Jira or ServiceNow.
• Excellent communication and stakeholder management; able to lead as a functional lead.

Responsibilities

• Lead process design and fit-gap analysis, preferring out-of-the-box capabilities.
• Define, refine, and prioritise the backlog with the Product Owner.
• Manage the incident and request item backlog.
• Own Agile artifacts 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.

Skills

ITSM processes

ServiceNow ITSM/HRSD

AI (generative/agentic)

Agile/Scrum

Backlog management (Jira/ServiceNow)

Stakeholder communication

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