Senior Business Analyst

Position Overview
iTech AG is seeking a dynamic
Senior Business Analyst
to lead and support the continued enhancement, governance, and strategic direction of our customer's ServiceNow platform. This role serves as the connective tissue between
business needs, technical delivery, and strategic product vision
, ensuring the platform evolves to meet enterprise-wide modernization goals.

The ideal candidate is a proven ServiceNow practitioner with a deep understanding of
the many modules of the ServiceNow platform, and especially SPM (Strategic Portfolio Management)
. This individual will lead discovery and delivery activities, manage stakeholder expectations, and act as a deputy to the project manager while maintaining a product owner mindset that drives value realization across the enterprise.

Key Responsibilities

• Lead business analysis efforts across all ServiceNow modules, conducting discovery workshops, journey mapping, and persona definition to capture functional and non-functional requirements.
• Translate high-level business needs into actionable epics, user stories, and acceptance criteria, maintaining a transparent and prioritized backlog in collaboration with stakeholders.
• Serve as the Product Owner, defining vision, roadmap, and value delivery for ServiceNow capabilities including ITSM, WSD, HAM, SAM, IRM, ITOM, SecOps, and SPM.
• Facilitate backlog grooming, sprint planning, and prioritization to ensure alignment with program objectives and funding priorities.
• Validate sprint outcomes against acceptance criteria and oversee UAT, ensuring quality, compliance, and user satisfaction prior to release.
• Develop comprehensive knowledge articles, training materials, and communication assets to support user adoption and platform enablement.
• Support sprint planning, risk and dependency tracking, and milestone management under agile delivery frameworks.
• Prepare and lead Pre-Project Planning, Decomposition, and Readiness Review sessions to align technical design, scope, and cost estimates across multiple teams and vendors.
• Partner with the PM and Federal Swimlane leads to ensure governance alignment, configuration management compliance, and change control approvals.
• Maintain end-to-end project documentation, including decision logs, action trackers, and communication artifacts to ensure transparency and accountability.
• Manage small teams of analysts or junior staff, promoting professional growth and cross-functional collaboration.
• Build trusted relationships with business owners, solution architects, and technical leads to ensure solutions meet functional and strategic needs.
• Lead stakeholder communications, preparing briefings, demos, and platform updates that clearly articulate business value and technical feasibility.
• Coordinate across agencies, vendors, and internal program offices to align on integration strategies, intake processes, and release planning.
• Champion continuous improvement by analyzing process efficiency, feedback, and platform data to identify opportunities for automation and optimization.
• Collaborate with technical teams to explore and implement AI/ML solutions that drive measurable efficiency gains and cost savings.
• Stay current with ServiceNow releases, features, and best practices, ensuring the platform remains secure, compliant, and forward-looking.
• Identify opportunities to rationalize legacy applications and onboard new business functions to ServiceNow as the enterprise system of record.
• Support cross-module alignment and data integrity between IT, HR, Finance, and Procurement workflows.

Qualifications
Required

• Bachelor's degree in Information Systems, Business Administration, or other IT related field.
• 4+ years of progressive experience in ServiceNow-focused roles (Business Analyst or Product Owner).
• Demonstrated expertise in multiple ServiceNow modules, including ITSM, WSD, HAM, SAM, IRM, ITOM, SecOps, and particularly SPM.
• Strong understanding of Agile methodologies (Scrum, SAFe) and proven success managing agile ceremonies and sprint cycles.
• Exceptional written and verbal communication skills, with the ability to convey complex technical concepts to non-technical audiences.
• Experience developing and delivering user training, demos, and stakeholder enablement sessions.

Preferred

• ServiceNow Certified System Administrator (CSA)
• One or more ServiceNow Implementation Specialist certifications (e.g., ITSM, ITAM, IRM, SPM).
• Agile or project management certification (e.g., CSPO, PMI-ACP, SAFe Agilist, PMP).
• Experience supporting or managing federal government programs.
• Demonstrated success leading AI/ML initiatives, automation, or analytics-driven enhancements within ServiceNow.