Lead Business Analyst (ServiceNow)

About the Position

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, prioritization, 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 prioritization 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 programs
• 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

Nice to Have

• Additional experience in other ITSM tools
• Certification in ServiceNow or related fields

We Offer

• Competitive salary
• Opportunity to work remotely from Türkiye
• Professional growth and development opportunities

About the Company

EPAM Systems is a leading global provider of digital platform engineering and software development services. We partner with the world’s most innovative companies to deliver technology solutions that drive business value.