ServiceNow Business Analyst – IT Customer Support Services

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

📋 Description

• Collect, analyze, and document business and functional requirements for ServiceNow applications, ITSM modules, workflows, and platform improvements.

• Convert business requirements into ServiceNow user stories, functional specifications, and acceptance criteria.

• Examine and document ServiceNow ITSM processes, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management.

• Identify areas for enhancing workflows, automating manual tasks, and improving IT service delivery.

• Assist in gathering requirements and improving processes for Service Catalog, Service Portal, CMDB, and automated request fulfillment workflows.

• Facilitate requirements workshops, stakeholder interviews, and process review sessions.

• Create process maps, workflow diagrams, gap analyses, and functional requirements documentation.

• Work collaboratively with ServiceNow developers to ensure solutions align with platform capabilities, business needs, and ITSM best practices.

• Manage the ServiceNow backlog by formulating and refining user stories, defining acceptance criteria, and engaging in Agile sprint planning and demonstrations.

• Support integration requirements involving Active Directory, external applications, reporting tools, and enterprise systems.

• Develop and implement User Acceptance Testing scenarios.

• Validate completed development tasks and coordinate stakeholder acceptance processes.

• Assist with the IT Capability Request process by assessing functionality requests and providing recommendations.

• Maintain documentation of requirements, traceability matrices, process workflows, and project status reports.

• Support system releases, enhancements, and change management initiatives.

• Prepare presentations, reports, and briefing materials regarding development progress, requirements, and suggested improvements.

⛳️ Requirements

• Bachelor’s degree and a minimum of 3 years of relevant experience; an additional 4 years of applicable experience may substitute for the degree.

• Must be a U.S. Citizen.

• Must hold an active DoD Secret clearance (favorably adjudicated T3/T3R).

• At least 3 years of experience as a Business Analyst, Systems Analyst, or Requirements Analyst in support of IT projects.

• Experience with ServiceNow ITSM implementations, enhancements, or platform development projects.

• Working knowledge of ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Service Catalog.

• Experience in collecting and documenting business and functional requirements for ServiceNow workflows, applications, and platform enhancements.

• Ability to translate ServiceNow business requirements into user stories, functional specifications, and acceptance criteria.

• Familiarity with ServiceNow Service Catalog, Service Portal, CMDB, and workflow automation features.

• Experience in business process mapping, workflow analysis, and gap assessments within ITSM settings.

• Proven experience collaborating with ServiceNow developers, administrators, and technical stakeholders throughout the software development lifecycle.

• Experience in Agile environments, including backlog refinement, sprint planning, and User Acceptance Testing.

• Strong understanding of IT Service Management processes and ITIL principles.

• Proficient in Microsoft Office applications, including Word, Excel, PowerPoint, and Visio.

• Excellent analytical, problem-solving, communication, and stakeholder management abilities.

• Capability to work independently and collaborate with both technical and non-technical stakeholders.

🏝️ Benefits

• Remote work arrangement.

• Full-time schedule.

• Up to 10% travel.