ServiceNow Business Analyst

Responsibilities

• Lead workshops with NGA EMS stakeholders to capture mission and operational requirements.
• Translate business needs into ServiceNow (Service+) solutions aligned with Enterprise Management and Monitoring roadmaps.
• Redesign manual and fragmented processes into standardized, ITIL-aligned digital workflows.
• Owning the full requirements lifecycle using Agile/Scrum methodology.
• Develop Functional Requirements Documents (FRDs), user stories, acceptance criteria, process maps, and workflow diagrams.
• Conduct “as-is” and “to-be” analyses to identify gaps across enterprise monitoring, service delivery, and system integrations.
• Support integration of enterprise monitoring tools (e.g., AIOps, ScienceLogic) into ServiceNow (Service+).
• Provide recommendations to enhance data visibility, automation, and mission-relevant dashboards.
• Ensure alignment with enterprise architecture and future-state EMS capabilities.
• Collaborate with Product Owners, architects, and developers to prioritize backlog items based on mission impact, enterprise dependencies, and NGA roadmaps.
• Support release planning, sprint refinement, and continuous service improvement initiatives.
• Lead User Acceptance Testing (UAT), including test script development, coordination, and validation against requirements.
• Ensure solutions meet the Definition of Done and comply with enterprise standards.
• Maintain documentation to support continuity of operations.
• Partner with program leadership, engineers, and mission stakeholders to ensure ServiceNow capabilities support operational outcomes.
• Prepare briefings, demonstrations, and training materials.
• Support stakeholder buy-in for enterprise initiatives and roadmap adoption.
• Affiliate in identifying process gaps, defining KPIs/CSFs, and supporting continuous service improvement efforts across EMS.
• Contribute to governance activities and standardization across enterprise services.
• Other duties as assigned.

Qualifications

• Bachelor’s degree and 2+ years of relevant experience; OR Associate and 4+ years of relevant experience; OR High School and 5+ years of relevant experience.
• 5+ years of Business Analysis experience, with at least 3 years specifically focused on the ServiceNow platform.
• Active TS/SCI Clearance.
• Preferred qualifications include ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS) in ITSM or CSM, ITIL v3/4 Foundation, ability to conduct stakeholder interviews, workshops, and process discovery sessions, skill in eliciting, documenting, and validating business requirements, knowledge, skills, and abilities such as ability to work on-site full-time, ability to work independently and yet be effective within a team setting, demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals, friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others, excellent skills in Microsoft Word, Excel, and other Office applications, proficiency with Microsoft Office Applications, and experience working in a home office setting, as well as the ability to train end users on frequently asked technical issues, ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired, good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it.