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, analyze, and document business requirements that align with agency mission objectives.

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

• Perform a gap analysis between legacy processes and the out-of-the-box functionalities of ServiceNow.

• Collaborate with the Agile Coach to design, document, and implement Agile processes and SOPs across ServiceNow delivery teams.

• Serve as the backlog gatekeeper by reviewing each user story for accuracy, completeness, and ambiguity.

• Implement the Definition of Ready prior to stories entering sprint planning.

• Provide mentorship to junior analysts and developers on business context, federal domain constraints, and best practices for ServiceNow.

• Conduct peer reviews of functional designs and test scripts.

• Create process maps, workflows, and data models to facilitate end-to-end service delivery.

• Advise government stakeholders on best practices and customization trade-offs related to ServiceNow.

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

• Verify that solution designs comply with Section 508 accessibility standards and FISMA/NIST security-control requirements.

• Develop and execute User Acceptance Testing (UAT) plans, write test scripts, and coordinate testing efforts with government personnel.

• Produce SOPs, user manuals, and training materials.

⛳️ Requirements

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

• Demonstrated experience in federal contracting, particularly within DoD, DHS, or civilian agencies.

• Extensive knowledge of ServiceNow ITSM, as well as at least one additional major workflow such as ITOM, HRSD, SPM, ITAM, or custom applications.

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

• Proficiency in process-mapping tools such as Visio, Lucidchart, or similar.

• Proven track record of delivering results in an Agile/Scrum environment.

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

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

• U.S. citizenship is required.

• Capability to obtain and maintain a Secret clearance.

• Availability during East Coast business hours is essential.

• PMP or Agile certifications such as CSM, SAFe PO/PM, or similar are preferred as additional qualifications.

• Additional ServiceNow certifications are also favored as bonus points.

• Experience in drafting SOPs or process documentation that have been adopted across multiple delivery teams is preferred as an added advantage.

• Prior involvement in Section 508 accessibility remediation or FISMA/NIST control documentation is preferred as an added bonus.

• An active Secret clearance already in possession is considered a bonus point.

🏝️ Benefits

• Competitive salary along with 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 protection.

• Benefits for transit and commuting.

• Opportunities for professional development and paid training.

• Fully remote work arrangement available within the U.S.

• No requirement to relocate or report to an office.