ServiceNow Business Analyst

Key Responsibilities

• Lead discovery workshops and interviews with stakeholders to identify business pain points and define functional requirements for various ServiceNow modules (ITSM, ITOM, HRSD, etc.)
• Design and document "As-Is" and "To-Be" business processes using industry-standard modeling techniques, ensuring alignment with ServiceNow best practices and CSDM standards.
• Create high-quality User Stories with clear Acceptance Criteria in an Agile/Scrum environment.
• Manage and prioritize the product backlog in collaboration with the Engagement Lead.
• Manage expectations of diverse stakeholder groups, providing regular updates on project progress and demonstrating platform functionality through "show-and-tell" sessions.
• Lead User Acceptance Testing (UAT) efforts, including the creation of test scripts, coordination of testing windows with client participants, and management of defect reporting.
• Support Organizational Change Management (OCM) by creating training materials, user guides, and communication plans to ensure high platform adoption rates.
• Ensure all documented requirements and process designs respect the security constraints of a FedRAMP environment.

Required Qualifications

• Experience: 5+ years as a Business Analyst, with at least 3 years specifically focused on the ServiceNow platform.
• Methodology: Strong experience working in Agile/Scrum environments and using tools like Azure DevOps, Jira, or ServiceNow Agile Development.
• Public Sector Context: Experience working with state, local, or federal government entities is highly preferred.
• Communication: Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical business owners.
• Onsite Commitment: Must be able to work onsite 5 days a week in Columbus, OH.
• Certifications (Preferred): ServiceNow Certified System Administrator (CSA), ITIL v4 Foundations, PMI-PBA (Professional in Business Analysis) or CBAP (Certified Business Analysis Professional).