Job Description

We are seeking a Senior Technical Business Analyst to own end-to-end BA delivery across ServiceNow, Microsoft Power Platform, and custom .NET/web applications. This role is embedded in Agile/Scrum squads using Azure DevOps (ADO) and focuses on requirements, UAT, and AI-enabled process improvement (Now Assist/GenAI, Power Automate, Power Platform).
The Senior BA will run ceremonies, manage stakeholder expectations, translate business needs into platform solutions, and drive measurable automation and process improvements across a global delivery footprint.

Responsibilities

• Lead stakeholder discovery: interviews, JAD workshops, and observations to elicit, document, and validate requirements.
• Decompose epics into user stories, define acceptance criteria, and maintain sprint-ready backlog in Azure DevOps.
• Design UAT strategy, author test scripts, coordinate business testers, log and triage defects in ADO, and own UAT sign-off.
• Identify AI, machine learning, and automation opportunities (Now Assist/GenAI, Power Automate) and build structured business cases with ROI.
• Map current-state and future-state processes, perform gap and root cause analysis, and recommend implementable solutions.
• Analyze and cleanse data to support decisions; produce interpretable visualizations and present findings to stakeholders.
• Bridge functional requirements and platform capabilities for ServiceNow, Power Platform, and .NET/web applications to define configuration vs. development decisions.
• Challenge requirements when feasibility, scalability, platform fit, or business value is unclear.
• Manage sponsors, product owners, and cross-region stakeholders; surface risks, communicate tradeoffs, and control scope.
• Produce enterprise-standard documentation: requirement specs, process maps, data flow diagrams, user story libraries, and runbooks.
• Mentor junior BAs and interns; review deliverables and enforce ADO hygiene and documentation standards.
• Create documentation that is clear, reusable, and understandable by people outside the original discussion.

Requirements

• 4+ years of business analyst experience delivering technology projects that resulted in shipped software.
• Enterprise technology project experience, not only business operations analysis or PMO support.
• Proven Agile/Scrum delivery experience; has owned a backlog in Azure DevOps or Jira and run grooming sessions.
• Experience contributing to sprint planning, refinement, retrospectives, and delivery follow-up.
• Proficient with Azure DevOps (epics, features, user stories, bugs, test cases, sprint boards, queries) as primary delivery tool.
• Demonstrated facilitation experience running JAD sessions, stakeholder interviews, or collaborative workshops with documented, baselined outputs.
• Experience working with mixed business and technical audiences.
• Applied AI or automation in a project context (GenAI/Now Assist, Power Automate, or equivalent) with measurable outcomes.
• Data analysis capability with comfort using SQL and advanced Excel or Power BI to interrogate data and support recommendations.
• Process improvement experience mapping as-is/to-be processes, conducting gap analysis, and delivering implemented recommendations.
• Recommendations must have led to real delivery outcomes, not only documentation.
• Experience with ServiceNow functional requirements, design, or UAT for CSM, ITSM, HRSD, or SLO workstreams.
• Strong written communication for requirements documents, process maps, status reports, and executive-level presentations.
• Experience working across global delivery or multiple time zones and managing director-level stakeholders.
• Ability to manage director-level or above stakeholders, verbally and in writing.

Nice to Have

• IIBA CCBA/CBAP or PMI-PBA certification.
• Six Sigma Green Belt or higher with applied DMAIC experience.
• Hands-on experience gathering requirements or testing Power Apps, Power Automate flows, Power BI reports, or Power Pages.
• Experience with custom .NET/web application requirements, APIs, or integration testing.
• Experience with multi-region process standardization or global rollout coordination.

Selection Process:

1. Meeting Sonia from Resilient Co. team.
2. Client Internal interview
3. Final Client interview