ServiceNow Business Systems Analyst

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

📋 Description

• Assist a federal client by converting IT, HR, and business requirements into ServiceNow specifications.

• Oversee requirements gathering, user research, acceptance testing, training, and change management within a nine-member Agile team.

• Collect, document, and verify requirements with OJP stakeholders across HRSD, CSM, ITSM, SPM, and designated business applications.

• Transform business requirements into epics, features, and user stories that include testable acceptance criteria.

• Analyze current-state and future-state business processes and suggest ready-to-use ServiceNow solutions.

• Create functional specifications, process flows, and testing scenarios.

• Manage and enhance the backlog; coordinate sprint planning, story refinement, and sprint reviews.

• Implement human-centered design through customer research, usability testing, and feedback cycles.

• Organize and facilitate user acceptance testing and customer demonstrations.

• Produce training materials, user manuals, change communications, and related Knowledge articles for each release.

• Monitor report and dashboard requests, service levels from the Customer Response Center, and metrics on customer experience.

• Investigate known issues and handle ServiceNow Support cases until resolution.

• Carry out additional tasks as assigned.

⛳️ Requirements

• Over 5 years of experience as a business systems analyst, or more than 3 years in ServiceNow platform administration.

• Proficiency in at least three of the following ServiceNow modules: CSM, ITSM, HRSD, SPM, CMDB.

• Strong functional knowledge of the ServiceNow platform, including business rules, client scripts, UI policies, email notifications, data loads, Service Catalog items, workflows, Flow Designer, dashboards, and user, role, and group management.

• Experience utilizing the ServiceNow Support Portal to investigate known issues and manage support cases to resolution.

• Background in developing business requirements, user stories, process flows, functional specifications, and testing scenarios.

• Solid understanding of Agile/Scrum methodologies and the Software Development Life Cycle (SDLC).

• Must be a U.S. citizen.

• Capability to obtain and maintain a DOJ Public Trust (moderate risk background investigation).

• Must successfully pass a company background check.

• Bachelor's degree in information technology, business, or a related field.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations for individuals with disabilities.