Lead ServiceNow Business Analyst

• 7+ years of Business Analysis experience, including a minimum of 3 years of ServiceNow BA experience
• Expertise in IT Service Management (ITSM) and Customer Service Management (CSM), with Integrated Risk Management / Governance, Risk, and Compliance (IRM/GRC), Third-Party Risk Management (TPRM) and Privacy preferred
• Proven experience leading and mentoring BA teams, driving requirements management and establishing analysis standards
• Background in supporting governance, operating model, service ownership and capability development
• Experience with enterprise platforms through implementation, transition, stabilization and continuous improvement
• Experience with greenfield ServiceNow implementations
• Strong 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 BA 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 that deviate from standard ServiceNow capability
• 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

EPAM is a global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and startups. With over thirty years of expertise in custom software, product and platform engineering, EPAM empowers clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.