Senior Business Analyst- ServiceNow Artificial Intelligence
Core
Lead end-to-end analysis, discovery, and delivery of ServiceNow AI capabilities (Now Assist, Virtual Agent, AI Search) to translate business needs into AI-enhanced workflows and measurable outcomes.
Role type
Senior Business Analyst (ServiceNow AI/ML)
Builds
AI-enabled workflows, virtual agents, and knowledge management solutions on the ServiceNow platform
Domain
Enterprise IT / Digital Transformation / Artificial Intelligence
Deliverable
production ML models
Required skills
ServiceNow platform architecture, Now Assist/Virtual Agent configuration, AI/ML feature assessment, backlog management, requirements translation, agile facilitation, stakeholder discovery, governance/compliance definition, UAT coordination
Preferred skills
Experience with agentic AI, predictive intelligence, document intelligence, third-party AI integration, conversation design
Technologies
ServiceNow, Now Assist, Virtual Agent, AI Search, Predictive Intelligence, AIOps
Responsibilities
Lead stakeholder discovery for AI opportunities; Define epics, user stories, and acceptance criteria for AI initiatives; Shape product backlog with product owners; Translate business processes into AI-enhanced workflow requirements; Lead requirements for Now Assist and Virtual Agent capabilities; Drive conversation design requirements; Define requirements for AI-assisted knowledge management; Partner with architects to ensure feasibility and minimize customization; Capture non-functional requirements for AI features; Document governance and compliance requirements for AI; Establish requirements for AI evaluation and monitoring; Define feedback mechanisms for continuous improvement; Coordinate UAT end-to-end; Support product-related incidents and incident-to-backlog conversion; Facilitate agile ceremonies; Support adoption readiness through training and change management
Seniority
Senior, hands-on IC