Lead Business Analyst - Digital Transformation for Public Sector

About the Role

We are looking for an experienced Lead Business Analyst remote to join a long-term digital transformation initiative in the public sector. This project involves replacing a legacy Citizenship Portal with a modern, scalable platform built on ServiceNow, integrated with a new Customer Identity and Access Management (CIAM) solution and Revenue Service product. This platform will enable fully digital citizen services, improving user experience and operational efficiency.

What You'll Do

• Lead and mentor a team of Business Analysts, ensuring consistent BA practices and quality delivery.
• Drive the end-to-end requirements lifecycle, from discovery to validation and sign-off.
• Facilitate workshops to gather business needs and translate them into actionable requirements.
• Collaborate with Product Owners, Architects, and Delivery Leads to shape solutions and ensure feasibility.
• Oversee backlog refinement, sprint planning, and prioritization activities.
• Support QA teams by ensuring test cases reflect business needs and assist with UAT planning and execution.
• Proactively manage functional dependencies and escalate blockers.

Requirements

• Proven experience as a Business Analyst in complex digital or enterprise programs.
• Strong knowledge of ServiceNow processes, modules, and integrations (public sector experience is a plus).
• Expertise in requirements gathering, process mapping, and stakeholder engagement.
• Experience working in Agile delivery environments.
• Excellent communication, leadership, and facilitation skills.
• Ability to manage multiple workstreams and drive clarity in complex environments.

Nice to Have

• Familiarity with CIAM solutions and Revenue Service systems.
• Experience with ServiceNow in public sector projects.
• Knowledge of user journey mapping and design validation.
• Exposure to UAT processes and defect triage.
• Understanding of AI-driven tools and their integration into digital platforms.

What We Offer

• Remote work from anywhere in Georgia, with options to work from our modern offices or coworking spaces.
• Comprehensive medical & family care package.
• Five trust days per year (sick leave without a medical certificate).
• Monetary bonuses for engaging in the referral program.
• Unlimited access to LinkedIn Learning and Get Abstract.
• Free English classes with certified teachers.
• Opportunity to work abroad for up to two months per year.
• Participation in corporate and social events.