ServiceNow Business Analyst – Mid Level

About the role

Centennial Technologies is seeking a mid-level ServiceNow Business Analyst who serves as a key liaison between business stakeholders and technical teams, ensuring ServiceNow solutions align with business needs. This role is responsible for gathering requirements, documenting processes, supporting configuration efforts, and ensuring successful delivery of ServiceNow implementations and enhancements.

Responsibilities

• Elicit, analyze, and document business and functional requirements for ServiceNow modules including IT Service Management (ITSM), IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), Customer Service Management (CSM), and Security Operations (SecOps).
• Collaborate with business and technical stakeholders to assess current-state processes and define future-state workflows.
• Translate business requirements into well-defined user stories, acceptance criteria, and functional specifications.
• Partner with ServiceNow developers and architects throughout solution design, configuration, and testing activities.
• Facilitate requirements workshops, backlog grooming, and sprint planning sessions.
• Support User Acceptance Testing (UAT) planning, execution, defect triage, and resolution.
• Ensure delivered solutions align with ServiceNow best practices, platform standards, and governance guidelines.
• Maintain project documentation including process flows, requirement traceability matrices, and configuration records.
• Support reporting and dashboard development using ServiceNow Performance Analytics.

Requirements

• Bachelor’s degree in Business, Information Systems, or a related field (or equivalent experience).
• 5+ years of experience as a Business Analyst including 3+ years of experience in ServiceNow.
• Strong understanding of ServiceNow platform capabilities and data model.
• Experience in DME and O&M environments, preferably in Federal Government projects.
• Ability to manually test systems, applications, functional and nonfunctional requirements.
• Skills in requirements gathering & analysis, process mapping and improvement, user story creation, stakeholder communication, UAT coordination, and Agile delivery.
• Experience working with Agile/Scrum methodologies.
• Ability to translate business needs into technical requirements.
• Excellent communication, documentation, and stakeholder management skills.
• Must be eligible to obtain public trust clearance.

Preferred Qualifications

• Experience with federal, healthcare, or regulated environments.
• Knowledge of integrations, CMDB, and workflow automation.
• Experience with ServiceNow reporting, dashboards, and Performance Analytics.
• Any ServiceNow certification is desirable.

Schedule

Hybrid – At least 4 days onsite in Tysons Corner, VA. Full-time.

Benefits

• Medical, Dental, and Vision Insurance
• Short-Term and Long-Term Disability
• Life Insurance
• 401(k) Retirement Plan
• Paid Time Off and Federal Holidays

About Centennial Technologies

Centennial Technologies Inc. is committed to a healthy work-life balance and provides a collaborative and supportive professional environment. We offer flexible PTO, casual work culture, and regular opportunities for career advancement and skills development.

Our culture includes a supportive work environment that promotes work-life balance, performance-based rewards and recognition, regular employee feedback and collaboration, paid training in emerging technologies and federal compliance, and client-focused, employee-centered growth.