Lead Business Analyst (ServiceNow)

We are seeking a Lead ServiceNow Business Analyst to drive the business analysis function across multiple ServiceNow workstreams.

This role blends hands-on business analysis expertise with leadership responsibilities, ensuring consistent quality, alignment and delivery across all BA activities while serving as the primary bridge between business stakeholders and technical teams.

Responsibilities

• Lead, mentor and support a team of Business Analysts across several ServiceNow workstreams

• Ensure consistency in BA practices, documentation standards and delivery quality

• Oversee workload distribution, prioritisation and progression of BA activities

• Drive the end-to-end requirements lifecycle: discovery, elicitation, analysis, documentation, validation and sign-off

• Facilitate workshops with stakeholders to capture business needs and translate them into clear, actionable requirements and acceptance criteria

• Ensure alignment of requirements across interconnected streams such as CIAM, RS, Web and SNOW core

• Work closely 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 business needs are accurately reflected

• Identify functional dependencies across teams and ensure they are managed proactively

• Support decision-making processes 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

• 2+ 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

• Understanding of ServiceNow processes, modules and integrations (experience with SNOW in public sector is a plus)

• Knowledge of requirements gathering techniques, process mapping and stakeholder engagement

• Experience working in Agile delivery environments

• Analytical skills with the ability to break down complex problems into clear components

• Communication and facilitation skills

• Leadership, mentorship and collaboration capabilities

• Ability to handle ambiguity and drive clarity in complex environments

• Proactive problem-solving approach with a structured and logical mindset

• Skills in managing stakeholder expectations and facilitating consensus

• High sense of ownership, accountability and delivery focus

We offer/Benefits

We gather like-minded people:

• Engineering community of industry professionals

• Friendly team and enjoyable working environment

• Flexible schedule and opportunity to work remotely within Poland

• Chance to work abroad for up to 60 days annually

• Business-driven relocation opportunities

We provide growth opportunities:

• Outstanding career roadmap

• Leadership development, career advising, soft skills, and well-being programs

• Certification (GCP, Azure, AWS)

• Unlimited access to LinkedIn Learning, Get Abstract, Cloud Guru

• English classes

We cover it all:

• Stable income (Employment Contract or B2B)

• Participation in the Employee Stock Purchase Plan

• Benefits package (health insurance, multisport, shopping vouchers)

• Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more

• Referral bonuses

• Corporate, social and well-being events

Please, note:

• The set of bonuses might vary based on the role you apply for – specifics will be discussed with our recruiter during the general interview.

• We will reach out to selected candidates exclusively.

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.