Senior Business Analyst - ServiceNow, SAM

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with business stakeholders, end-users, and technical teams to gather, clarify, and document intricate business requirements.

• Evaluate existing processes and pinpoint challenges and opportunities for enhancement in hardware provisioning, software deployment, asset management, and IT service delivery.

• Conduct gap analyses and suggest innovative, practical solutions.

• Act as an authority on customer hardware and software business requirements.

• Convert business requirements into Epics, Features, and User Stories along with acceptance criteria.

• Work with Product Owners, Scrum Masters, and Development Teams to refine and prioritize the product backlog.

• Facilitate sprint planning, backlog grooming, sprint reviews, and various Agile ceremonies.

• Promote Agile best practices.

• Review government hardware asset and software license lifecycles.

• Assess requirements for system integrations, performance, security, and scalability.

• Collaborate with architects and engineers to ensure technical feasibility and alignment with enterprise architecture.

• Analyze, design, and document ServiceNow solutions to enhance ITSM, ITAM, CMDB, and related modules.

• Improve ServiceNow workflows, forms, reports, and integrations.

• Advise stakeholders on the optimal use of ServiceNow as a subject matter expert.

• Foster collaborative relationships with senior management, technical teams, and end-users.

• Convey technical concepts to non-technical audiences and interpret business needs for technical teams.

• Facilitate workshops, presentations, and training sessions.

• Support User Acceptance Testing (UAT) by creating test cases, coordinating testing, and validating solutions.

• Assist with the development of training materials and user documentation.

• Provide post-implementation support and recommendations for continuous improvement.

• Contribute to the Department of the Air Force Enterprise IT as a Service program.

⛳️ Requirements

• Must be able to obtain and maintain a Secret clearance.

• 12+ years of relevant experience; a Bachelor’s Degree in a pertinent field may substitute for 5 years of experience.

• 5+ years of progressive experience as a Business Analyst, with a minimum of 3 years focused on IT systems, including hardware and software.

• 3+ years of practical experience in an Agile development environment, such as Scrum, Kanban, or SAFe.

• Established track record of transforming requirements into Epics, Features, and User Stories.

• Proven experience with ServiceNow, encompassing ITSM, ITAM, and CMDB modules.

• Familiarity with ServiceNow Software Asset Management Professional (SAM Pro).

• Exceptional analytical, problem-solving, and critical-thinking abilities.

• Excellent written and verbal communication, presentation, and interpersonal skills.

• Skilled in requirements elicitation techniques, including interviews, workshops, surveys, and prototyping.

• Experience with process modeling tools like Visio.

• Strong knowledge of the Software Development Life Cycle (SDLC) and IT infrastructure principles.

• Preferred: CBAP, CSM, CSPO, or SAFe certifications.

• Preferred: ServiceNow Certified System Administrator or Certified Implementation Specialist certification.

• Preferred: ITIL Foundation certification.

• Preferred: Familiarity with enterprise architecture concepts and design principles.

• Preferred: Previous experience in government contracting.

🏝️ Benefits

• Flexible time off benefit.

• Robust learning resources.

• Healthcare benefits.

• Wellness benefits.

• Financial benefits.

• Retirement benefits.

• Family support benefits.

• Continuing education benefits.

• Time off benefits.

• Competitive compensation.

• Opportunities for learning and development.