ServiceNow Lead & Business Analyst (Remote, Contract)

Cayuse Holdings

City of Albany (NY)

Remote

USD 96,000 - 110,000

Full time

3 days ago

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Job summary

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

ASAP start with focus on owning ServiceNow process design, OOB fit analysis, and backlog prioritization with the client’s Product Owner, leveraging generative and agentic AI to speed delivery. Responsibilities include leading design, backlog definition, incident and RITM backlog management, Agile artifacts, and guiding the team on requirements, configuration, and testing,

Qualifications

8+ years in IT business analysis with ServiceNow ITSM/HRSD.
Hands-on experience delivering with AI (generative or agentic).
Strong grasp of ITSM processes (incident, request, major incident, change) and OOB capabilities.
Experience with Agile/Scrum and backlog management in Jira or ServiceNow Agile.
Excellent communication and stakeholder management; capable of leading as a functional lead.

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.