Lead ServiceNow Business Analyst

EPAM is a global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product, and platform engineering, they empower clients to become AI-Native enterprises.

• 7+ years of Business Analysis experience, including at least 3 years of ServiceNow BA experience
• Expertise in ITSM and CSM; familiarity with IRM/GRC, TPRM, and Privacy preferred
• Proven experience leading and mentoring BA teams, driving requirements management, and establishing analysis standards
• Background in governance, operating model, service ownership, and capability development
• Experience with enterprise platforms through implementation, transition, stabilization, and continuous improvement
• Experience with greenfield ServiceNow implementations
• Preference for out-of-the-box solution design and platform standardization
• Experience working with external implementation partners
• Familiarity with enterprise-scale ServiceNow environments
• Capability to balance implementation activity with long-term platform ownership, operational support, governance, and continuous improvement
• English proficiency at B2 level or higher

• Lead business analysis activities across multiple ServiceNow domains
• Define and establish business analysis standards, methodologies, and best practices
• Facilitate workshops with business and technology stakeholders
• Lead requirements gathering, management, prioritization, and documentation
• Provide leadership across ITSM, CSM, IRM/GRC, TPRM, Privacy and service management capabilities
• Support operating model design, governance processes, and service ownership frameworks
• Drive operational readiness and business adoption
• Act as primary liaison between business teams, platform teams, and implementation partners
• Drive process harmonization and challenge requirements deviating from standard ServiceNow capabilities
• Support the Platform Owner with backlog governance, roadmap planning, benefits realization, and adoption
• Ensure traceability from business objectives through testing, operational readiness, and post-deployment improvement
• Mentor Business Analysts and support capability development

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