ServiceNow Lead, Business Analyst

Cayuse Holdings; Olympia (WA); Remote; USD 96,000 - 110,000; Full time

Job summary

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

The role centers on leading the functional side of ServiceNow, owning process design, OOB fit analysis, and backlog prioritization with the client’s Product Owner, while integrating generative and agentic AI to accelerate delivery.

Qualifications

• 8+ years in IT business analysis.
• 5+ years on ServiceNow ITSM or HRSD.
• Hands-on experience developing or delivering with AI (generative or agentic).
• Strong grasp of ITSM processes (incident, request, major incident, change) and OOB capabilities.
• Experience with Agile and Scrum and backlog management tools like Jira or ServiceNow Agile Development.

Responsibilities

• Lead process design and fit-gap analysis, favouring out-of-the-box capabilities over customization.
• 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.

Skills

IT business analysis

ServiceNow ITSM

ServiceNow HRSD

AI (generative or agentic)

Agile / Scrum

Stakeholder management

Communication

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