ServiceNow Business Analyst

About the role

The Business Analyst will support the National Institutes of Health (NIH), National Institute of Allergy and Infectious Diseases (NIAID) under the Business Process and Information Management Branch (BPIMB) ServiceNow Support Services (SNSS) program.

Responsibilities

• Assist NIAID in assessing business processes, identifying operational and functional requirements, developing conceptual business models, and translating stakeholder needs into actionable specifications for ServiceNow solutions.
• Evaluate existing IT capabilities, identify gaps, generate strategies for improvement, and help shape direction and priorities for platform enhancements.
• Work with NIAID stakeholders to gather, analyze, and document functional and operational requirements for ServiceNow modules including ITSM, ITOM, CMDB, SecOps, and Vulnerability Response.
• Create conceptual business models, process maps, workflow diagrams, and functional specifications using industry best practices and NIAID standards.
• Audit organizational baselines and workflows to identify gaps, inefficiencies, and improvement opportunities.
• Identify IT deficiencies impacting the ability to meet organizational goals and develop strategies for improved cross-functional IT operations.
• Collaborate with architects, developers, and administrators to translate business requirements into clear technical specifications.
• Support Agile ceremonies including backlog refinement, sprint planning, and acceptance validation.
• Support documentation development including requirements, user stories, acceptance criteria, and operational procedures.
• Provide clear communication to stakeholders regarding priorities, timelines, risks, and decisions.

Qualifications

• Bachelor’s degree (or equivalent experience).
• 6 or more years of experience as a business analyst or functional analyst in a large enterprise environment, aligned with the government LCAT requirement.
• Hands-on experience working with or supporting ServiceNow workflows, processes, or modules.
• Experience developing business requirements, user stories, acceptance criteria, and workflow documentation.
• Experience supporting or participating in Agile development processes including backlog refinement, sprint readiness, and acceptance validation.
• Experience analyzing functional baselines, process gaps, operational inefficiencies, and improvement opportunities.
• Experience creating conceptual business models, process flows, and functional specifications.
• Experience facilitating requirements sessions, stakeholder meetings, and process design workshops.
• Experience collaborating with technical teams including developers, architects, and administrators.
• Strong analytical, documentation, and communication skills.
• Ability to obtain and maintain NIH Public Trust.

Skills

• Agile Methodology
• Backlog Refinement
• Functional Requirements
• Process Flow

Benefits

GDIT offers comprehensive benefits and wellness packages, a 401(k) plan with company match, and competitive pay and paid time off. Additional benefits include short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.