Senior ServiceNow Business Analyst

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

📋 Description

• Facilitate client workshops and focus groups to gather, assess, and document business requirements that align with the agency's mission objectives.

• Convert high-level business needs into user stories, acceptance criteria, and functional specifications within an Agile/Scrum framework.

• Perform gap analysis between existing processes and ServiceNow's standard functionalities.

• Collaborate with the Agile Coach to devise, document, and implement Agile processes and standard operating procedures across ServiceNow delivery teams.

• Review each user story for precision, completeness, and clarity; uphold the Definition of Ready prior to sprint planning.

• Guide junior analysts and developers on business context, federal domain restrictions, and ServiceNow best practices.

• Conduct peer reviews of functional designs and testing scripts.

• Create process maps, workflows, and data models.

• Provide advice to government stakeholders regarding ServiceNow best practices and potential technical-debt risks.

• Collaborate with system architects to ensure functional designs are technically viable.

• Confirm that solution designs comply with Section 508 accessibility and FISMA/NIST security requirements.

• Develop and implement User Acceptance Testing (UAT) plans, author test scripts, and coordinate testing with government personnel.

• Produce standard operating procedures (SOPs), user manuals, and training presentations.

⛳️ Requirements

• Over 5 years of experience as a business analyst, with at least 3 years focused on the ServiceNow platform.

• Proven background in federal contracting — including DoD, DHS, or civilian agencies.

• Extensive knowledge of ServiceNow ITSM and at least one additional major workflow (ITOM, HRSD, SPM, ITAM, or custom applications).

• Practical experience in backlog management using Jira, ServiceNow Agile, or Azure DevOps.

• Skilled in using Visio, Lucidchart, or similar process-mapping software.

• Demonstrated experience working in an Agile/Scrum environment.

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related discipline.

• ServiceNow Certified System Administrator (CSA) and ITIL v4 Foundation (or higher).

• U.S. citizenship required.

• Capability to obtain and maintain a Secret clearance.

• Availability during East Coast business hours for client workshops and stakeholder engagements.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• 401(k) plan with company matching contributions.

• Three weeks of paid annual leave, increasing with tenure.

• Comprehensive medical, dental, and vision insurance coverage.

• Life insurance and disability benefits.

• Transit and commuting allowances.

• Opportunities for professional development and paid training.

• Fully remote work available within the U.S.

• No requirement to relocate or report to an office.

• Occasional travel may be necessary for significant planning events.