Senior Business Analyst - ServiceNow Legal Service Delivery (LSD)

About the role:

We are seeking a highly experienced Senior Business Analyst with 8+ years of overall BA experience and deep expertise in the ServiceNow Legal Service Delivery (LSD) module. In this senior role, you will lead the strategic alignment between Global Legal, Compliance, and Privacy teams and the ServiceNow platform. You will drive complex legal workflow automation, mentor junior BAs, and act as a trusted advisor to Legal leadership on optimizing legal service delivery.

Key Responsibilities

Strategic Business Analysis & Legal Consulting

• Lead discovery and requirements-gathering sessions with senior legal stakeholders (General Counsel, Legal Ops Directors, Privacy Officers) to define long-term roadmaps for legal service automation.

• Analyze and re-engineer complex legal processes including litigation management, regulatory response, legal holds, outside counsel coordination, and corporate legal intake.

• Translate high-level legal strategies into detailed epics, user stories, and functional specifications for the ServiceNow LSD module.

• Advise Legal leadership on industry best practices for leveraging ServiceNow to reduce legal risk and operational cost.

ServiceNow LSD Configuration & Governance

• Lead end-to-end configuration and optimization of the ServiceNow LSD application including:

  • Legal Intake & Triage

  • Matter Management (pre-litigation, litigation, advisory)

  • Legal Hold & Preservation

  • Legal Financials (budgeting, forecasting, spend tracking)

  • Outside Counsel Management

• Establish governance frameworks for LSD: role-based access, data retention policies, and privileged information handling.

• Define and manage integrations between LSD and enterprise systems: e-Billing (Legal Tracker, Tymetrix), DMS (iManage, NetDocuments), HR, and GRC modules.

• Oversee data migration from legacy legal systems (e.g., Onit, Brightflag, LegalServer) into ServiceNow with full data integrity.

Leadership & Mentorship

• Mentor junior BAs and technical analysts on LSD best practices, legal domain knowledge, and ServiceNow configuration.

• Facilitate cross-functional working groups involving Legal, IT, Compliance, and Procurement.

• Lead user acceptance testing (UAT) cycles with legal end users and drive adoption through change management.

Reporting, Analytics & Continuous Improvement

• Design executive-level dashboards and KPIs for Legal leadership: matter aging, legal hold compliance, cost per matter, outside counsel performance.

• Use ServiceNow Performance Analytics to predict legal workload trends and resource needs.

• Continuously identify opportunities to automate manual legal tasks using Flow Designer and LSD-native capabilities.

Qualifications

Required Experience

• 8+ years of total experience as a Business Analyst, with at least 3+ years focused specifically on the ServiceNow platform.

• 2+ years of hands-on experience with the ServiceNow Legal Service Delivery (LSD) module (formerly Legal Service Management).

• Proven track record of delivering at least two full lifecycle ServiceNow LSD implementations (from requirements to go-live).

• Deep understanding of corporate legal workflows (in-house legal department or law firm experience strongly preferred).