ServiceNow Lead, Business Analyst

Cayuse Holdings is hiring a Sr. Business Analyst, Functional Lead to lead the functional side of a ServiceNow engagement. The role owns process design, fit-gap analysis, backlog prioritization, Agile delivery artifacts, and use of generative and agentic AI to accelerate delivery.

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

Requirements:

• 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
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS) in ITSM or HRSD