Senior Business Analyst
Intercontinental Exchange, Jacksonville, Florida, United States, 32290
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
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
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
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
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
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.