Jobs → Data & Analytics → Business Analyst, Functional Lead

About the Role We are seeking a Business Analyst, Functional Lead to lead the functional side of ServiceNow engagements. This role involves process design, fit-gap analysis, and backlog prioritization while leveraging generative and agentic AI to accelerate delivery. Key Responsibilities • Lead process design and fit-gap analysis, prioritizing out-of-the-box capabilities over customization • Work with the Product Owner to define, refine, and prioritize 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 skills • ServiceNow Certified System Administrator (CSA) • ServiceNow Certified Implementation Specialist (CIS) in ITSM or HRSD