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 AnalysisServe as the primary liaison between business stakeholders and technical teamsLead stakeholder meetings and workshops to:Understand business needs, pain points, and current-state processesDefine desired outcomes, scope, and success criteriaAct as a trusted consultant, guiding stakeholders toward scalable and effective ServiceNow solutionsManage stakeholder expectations and maintain alignment throughout the project lifecycleRequirements ManagementElicit, analyze, and document clear, complete, and testable requirementsDocument and conduct gap analysis to identify differences between current and future-state workflows and translate findings into clear, actionable requirementsAuthor high-quality user stories with well-defined acceptance criteriaEnsure requirements are:Clearly articulatedTraceable to business outcomesReady for development and testingObtain formal stakeholder sign-off on requirements and scopeDelivery Oversight & ExecutionOwn initiatives from intake through production releasePartner closely with development teams during build to clarify requirements and intentCoordinate with QA teams to Ensure requirements and acceptance criteria are clearly understoodReview defects and validate fixes against business expectationsSupport UAT execution, defect triage, and release readinessTrack progress, risks, and dependencies and escalate issues as neededPlatform & Solution AlignmentEvaluate and recommend use of out-of-the-box ServiceNow functionality versus customizationEnsure solutions align with platform standards, governance, and long-term maintainabilityCollaborate with platform owners and architects to confirm feasibility and alignmentDocumentation & GovernanceProduce and maintain high-quality documentation, including:Business and functional requirementsUser stories and acceptance criteriaProcess flows (as needed)Ensure adherence to internal governance, audit, and compliance standardsContribute to continuous improvement of BA practices and delivery processes Knowledge And Experience Bachelor's Degree5+ years of experience as a Business Analyst in enterprise or corporate systems environmentsDemonstrated expertise in writing user stories and acceptance criteriaExperience working in Agile or hybrid delivery modelsProven experience delivering both out-of-the-box and customized solutionsStrong stakeholder management, facilitation, and communication skillsExperience coordinating closely with development and QA teamsAbility to manage multiple initiatives simultaneously and drive them to completionExpected 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 environmentsServiceNow certifications (CSA, CIS, or equivalent)Experience supporting ServiceNow platformsStrong understanding of ITSM processes, CMDB, and Change Management workflows within ServiceNowFamiliarity with platform governance and enterprise change practices What Success Looks Like In This Role Stakeholders have clear, approved requirements and confidence in delivery outcomesDevelopment and QA teams receive precise, testable requirements with minimal reworkSolutions meet defined acceptance criteria and business objectivesProjects are delivered efficiently with strong oversight and accountability Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.