ServiceNow Business Analyst - AI Years of experience: 4+ Years Location: Remote Job Summary We are seeking a forward-thinking ServiceNow Business Analyst with expertise in Agentic AI, Assistive AI, and Predictive Intelligence to bridge business needs with intelligent, AI-driven solutions. The ideal candidate will work closely with stakeholders, data teams, and AI engineers to define requirements, optimize decision-making, and drive automation through intelligent agents and predictive insights. Required Skills: Agentic AI, Now Assist, Predictive Intelligence, Virtual Agent.

• Lead and oversee comprehensive IT risk management efforts across the organization • Provide strategic guidance on identifying and assessing complex technology risks • Develop and execute comprehensive risk mitigation strategies • Collaborate with cross-functional stakeholders to promote the security, compliance, and resilience of IT systems • Monitor and interpret relevant IT regulations and standards • Prepare and deliver clear and concise risk reports for executive management and stakeholders • Provide leadership during IT security incidents and minimize impact

• Develop and maintain detailed project plans, timelines, and documentation. • Identify project dependencies and critical paths to ensure successful delivery. • Escalate issues and risks proactively and recommend mitigation strategies. • Create end-to-end implementation of operating guidelines, process documentation/SOPs and workflows. • Assist in training materials and knowledge transfer sessions for business users. • Coordinate with internal teams (Product, Technology, Compliance, Client Services) to ensure timely and accurate delivery. • Ensure operational readiness for call center, processing teams, finance and accounting and compliance teams for day 1 processing and throughout the hypercare stage. • Conduct post-implementation reviews to assess success and identify areas for improvement. • Document and validate business requirements for client onboarding, conversions, and new product launches. • Analyze legacy data sets and field mappings to inform system design and configuration. • Validate account data and reconcile discrepancies across platforms. • Assist in the development of reports and dashboards using SQL and Excel. • Serve as a liaison between clients, internal departments, and third-party vendors. • Facilitate training sessions and workshops for clients and internal teams. • Build and maintain strong relationships with stakeholders to ensure alignment and satisfaction. • Ensure implementations comply with regulatory requirements and internal standards. • Create and complete UAT/BET testing and quality assurance efforts during system rollouts. • Document ongoing quality audit processes

What happens when you have fascinating clients with challenging problems on the one hand and passionate software developers looking to build future-focused solutions on the other? This in-between is where Business Analysts reside, acting as a bridge between the client and team. You will establish the outcomes software must achieve, assess how it will be used, and then generate bold ideas with our developers to create custom applications. You will work with clients across a variety of sectors and ensure the business-critical software solutions we develop deliver real business value every time. Job responsibilities - Partner with teammates to understand and articulate a product vision for clients - You will facilitate workshops that generate customized business solutions - You will help companies from a variety of industries achieve true, differentiating outcomes - You will assess the as-is situation and collaborate with clients to create artifacts (personas, epics, stories, etc.) to maximize value - You will facilitate analysis workshops through “innovation games” with senior client stakeholders to outline a business vision, objective, product roadmap and project release plan - You will liaise between the client and your team consisting of SMEs, C-suite executives, developers, quality analysts, tech architects, user experience designers, project managers, etc. to manage product backlogs and keep an eye on software delivery - Collaborate with teammates on the analysis and design of complex business applications using the latest technologies - You will be involved in the Analyst community to share knowledge, mentor and evangelize Agile, Lean, and Continuous Development analysis best practices - You will work in agile teams that facilitate organizational transformations for medium- and large-scale businesses Job qualifications Technical skills - You have a track record of delivering impactful software, ideally on a collaborative software delivery team - You have attention to detail, a practical approach to the day-to-day work of story-writing and delivery and can draw a line directly from an overarching client strategy to your team's outcomes - You enjoy unearthing the root cause(s) of a client's pain points, validating a business opportunity or problem and partnering to deliver a solution - You are well versed with Agile, Lean and Continuous Delivery methodologies and love to mentor others - You understand how businesses operate and have experience modeling business processes using a variety of tools and techniques to facilitate requirement elicitation sessions - You have a genuine passion for quality software and know how to get from sketch to code Professional skills - You have a knack for prioritization, obtaining buy-in from stakeholders, and resolving conflicts as they arise - You're resilient and flexible in ambiguous situations and enjoy solving problems from technical and business perspectives - An interest in coaching others, sharing your experience and knowledge with teammates Other things to know Learning & Development There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys. About Thoughtworks Thoughtworks is a global technology consultancy that integrates strategy, design and engineering to drive digital innovation. For over 30 years, our clients have trusted our autonomous teams to build solutions that look past the obvious. Here, computer science grads come together with seasoned technologists, self-taught developers, midlife career changers and more to learn from and challenge each other. Career journeys flourish with the strength of our cultivation culture, which has won numerous awards around the world. Join Thoughtworks and thrive. Together, our extra curiosity, innovation, passion and dedication overcomes ordinary. See here our AI policy.