Lead Business Analyst (ServiceNow)

We are seeking a Lead Business Analyst to drive business analysis across multiple ServiceNow workstreams, combining hands-on expertise with leadership to ensure quality, alignment and delivery. This role guides a team of Business Analysts, collaborates with Product Owners, Architects and Delivery Leads, and acts as the primary bridge between business stakeholders and technical teams.

Responsibilities

• Lead and mentor a team of Business Analysts across ServiceNow workstreams
• Ensure consistency in business analysis practices, documentation standards and delivery quality
• Oversee workload distribution, prioritisation and progression of business analysis activities
• Drive the end-to-end requirements lifecycle including discovery, elicitation, analysis, documentation, validation and sign-off
• Facilitate workshops with stakeholders to capture business needs and translate them into actionable requirements and acceptance criteria
• Ensure alignment of requirements across interconnected streams such as CIAM, RS, Web and ServiceNow core
• Collaborate with Product Owners, Architects, Designers and Delivery Leads to shape solutions and ensure requirements feasibility
• Review and validate designs, user journeys and data flows to ensure accurate reflection of business needs
• Identify and manage functional dependencies across teams
• Support decision-making by preparing options, impact assessments and recommendations
• Ensure timely stakeholder alignment and escalate blockers proactively
• Contribute to backlog refinement, sprint planning and prioritisation activities
• Collaborate with QA teams to ensure test cases and scenarios fully reflect business needs
• Support UAT planning, execution and defect triage

Requirements

• Minimum 5 years of experience as a Lead Business Analyst in complex digital or enterprise programmes
• Proven ability to manage and lead multiple Business Analysts across interconnected workstreams
• Solid understanding of ServiceNow processes, modules and integrations
• Knowledge of requirements gathering techniques, process mapping and stakeholder engagement
• Experience working in Agile delivery environments
• Strong analytical skills with the ability to break down complex problems into clear components
• Exceptional communication and facilitation skills
• Leadership, mentorship and collaboration capabilities
• Ability to handle ambiguity and drive clarity in complex environments
• Proactive problem-solving skills with a structured and logical approach
• Competency in managing stakeholder expectations and facilitating consensus
• High sense of ownership, accountability and delivery focus
• English proficiency at B2 level or higher

Benefits

CONTINUOUS UPSKILLING, LEARNING & DEVELOPMENT

• Diversity of assignments and projects
• Personal development plan
• Mentoring programs and leadership development
• Certification and professional development support
• Access to learning platforms including more than 2,500 internal courses and the LinkedIn Learning library with 20,000+ courses
• English courses taught by certified teachers

CORPORATE BENEFITS

• Extra leave days
• Referral bonuses

COMPENSATION PACKAGE

• Competitive compensation paid in USD
• Regular salary and performance reviews

MEDICAL & HEALTHCARE

• Private health insurance

WORKING ENVIRONMENT

• Recreation office zones with tea, coffee and snacks
• Sports and game consoles
• IT equipment and Microsoft's Software Assurance Home Use Program (HUP)