Senior Business Analyst, ServiceNow

Overview

Job Purpose

Intercontinental Exchange (ICE) is seeking an experienced Senior Business Analyst to support and drive initiatives across ServiceNow applications. This role partners closely with business stakeholders, development teams, QA, and platform owners to deliver both out-of-the-box and customized ServiceNow solutions.

 

This position requires a seasoned, execution-focused BA who owns requirements end-to-end, provides consultative guidance to stakeholders, and oversees delivery from project inception through completion. The role is centered on requirements, coordination, and delivery oversight.

 

Responsibilities

• Stakeholder Engagement & Business Analysis
  • Serve as the primary liaison between business stakeholders and technical teams
  • Lead stakeholder meetings and workshops to:
  • Understand business needs, pain points, and current-state processes
  • Define desired outcomes, scope, and success criteria
  • Act as a trusted consultant, guiding stakeholders toward scalable and effective ServiceNow solutions
  • Manage stakeholder expectations and maintain alignment throughout the project lifecycle
• Requirements Management
  • Elicit, analyze, and document clear, complete, and testable requirements
  • Document and conduct gap analysis to identify differences between current and future-state workflows and translate findings into clear, actionable requirements
  • Author high-quality user stories with well-defined acceptance criteria
  • Ensure requirements are:
    • Clearly articulated
    • Traceable to business outcomes
    • Ready for development and testing
  • Obtain formal stakeholder sign-off on requirements and scope
• Delivery Oversight & Execution
  • Own initiatives from intake through production release
  • Partner closely with development teams during build to clarify requirements and intent
  • Coordinate with QA teams to Ensure requirements and acceptance criteria are clearly understood
  • Review defects and validate fixes against business expectations
  • Support UAT execution, defect triage, and release readiness
  • Track progress, risks, and dependencies and escalate issues as needed
• Platform & Solution Alignment
  • Evaluate and recommend use of out-of-the-box ServiceNow functionality versus customization
  • Ensure solutions align with platform standards, governance, and long-term maintainability
  • Collaborate with platform owners and architects to confirm feasibility and alignment
• Documentation & Governance
  • Produce and maintain high-quality documentation, including:
  • Business and functional requirements
  • User stories and acceptance criteria
  • Process flows (as needed)
  • Ensure adherence to internal governance, audit, and compliance standards
  • Contribute to continuous improvement of BA practices and delivery processes

 

Knowledge and Experience

• Bachelor's Degree
• 5+ years of experience as a Business Analyst in enterprise or corporate systems environments
• Demonstrated expertise in writing user stories and acceptance criteria
• Experience working in Agile or hybrid delivery models
• Proven experience delivering both out-of-the-box and customized solutions
• Strong stakeholder management, facilitation, and communication skills
• Experience coordinating closely with development and QA teams
• Ability to manage multiple initiatives simultaneously and drive them to completion
• Expected to independently manage deliverables and timelines with minimal oversight or follow-up

 

Preferred Knowledge and Experience

• Experience in financial services, capital markets, or other regulated environments
• ServiceNow certifications (CSA, CIS, or equivalent)
• Experience supporting ServiceNow platforms
• Strong understanding of ITSM processes, CMDB, and Change Management workflows   within ServiceNow
• Familiarity with platform governance and enterprise change practices

 

What Success Looks Like in This Role

• Stakeholders have clear, approved requirements and confidence in delivery outcomes
• Development and QA teams receive precise, testable requirements with minimal rework
• Solutions meet defined acceptance criteria and business objectives
• Projects are delivered efficiently with strong oversight and accountability

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.