ServiceNow Business Analyst (Technical)

Responsibilities

• Facilitate client-facing workshops and structured discovery sessions to surface, analyze, and document business requirements in alignment with agency objectives.
• Convert mission-level needs into detailed user stories, acceptance criteria, and functional specifications within an Agile/Scrum delivery model.
• Perform gap assessments comparing existing legacy workflows against ServiceNow out-of-the-box capabilities to inform build vs. configure decisions.
• Partner with the Agile Coach to develop, document, and roll out delivery processes and SOPs that drive consistency across all ServiceNow program teams.
• Own backlog quality — reviewing each user story for completeness, accuracy, and clarity to ensure every item satisfies the team's Definition of Ready before sprint intake.
• Mentor junior analysts and developers on federal domain context, business intent, and ServiceNow platform best practices.
• Conduct peer reviews of functional designs and test scripts as part of the team's quality assurance process.
• Build end-to-end process maps, workflow diagrams, and data models to document service delivery flows.
• Counsel government clients on platform best practices, actively steering designs away from unnecessary customization and long-term technical debt.
• Partner with Solution Architects to validate that functional requirements are technically sound and deliverable.
• Ensure all designs conform to federal IT requirements including Section 508 accessibility standards and FISMA/NIST security controls.
• Own UAT planning and execution — authoring test scripts, coordinating sessions with agency personnel, and tracking outcomes.
• Produce federal-standard documentation including SOPs, end-user guides, and training materials.

Requirements

• U.S. Citizenship and eligibility to obtain and maintain a Secret-level security clearance.
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or equivalent field.
• 5+ years of Business Analyst experience, with a minimum of 3 years focused on the ServiceNow platform.
• Demonstrable background supporting federal contracting environments (DoD, DHS, or civilian agencies).
• Hands-on experience delivering within Agile/Scrum teams.
• Deep familiarity with ServiceNow ITSM plus at least one additional workflow module (ITOM, HRSD, SPM, ITAM, or custom application development).
• Working proficiency with backlog management tools such as Jira, ServiceNow Agile, or Azure DevOps.
• Skilled in process mapping tools (Visio, LucidChart, or equivalent).
• ServiceNow Certified System Administrator (CSA) — REQUIRED.

Qualifications

• Preferred qualifications include ITIL v4 Foundation or higher, PMPC, SMSA, or Feasibility Study Manager (FSM).