ServiceNow Business Analyst/Trainer

About the role

The ServiceNow (SNOW) Business Analyst / Trainer serves as a key liaison between business stakeholders and technical teams, translating functional needs into scalable ServiceNow solutions within a federal or enterprise IT environment. This role combines strong business analysis capabilities with end-user training expertise to ensure successful system adoption and operational alignment.

Responsibilities

• Elicit, analyze, and decompose business requirements into user stories, workflows, and acceptance criteria aligned with ServiceNow capabilities.
• Author structured documentation, including management plans, SOPs, and quality control artifacts, in compliance with enterprise governance standards.
• Collaborate with developers and architects to configure and support ServiceNow modules such as ITSM and request management.
• Design and deliver instructor-led and virtual training sessions; develop training materials and maintain knowledge base articles.
• Facilitate stakeholder meetings, workshops, and sprint reviews to gather requirements and communicate project status.
• Support User Acceptance Testing (UAT) by developing test cases, tracking execution, and validating system performance against requirements.
• Track project progress through dashboards and reporting tools; communicate risks, issues, and status updates to leadership.
• Apply process improvement methodologies to evaluate workflows and recommend optimized ServiceNow solutions.

Qualifications

Required qualifications include a Bachelor’s degree in Business, Information Systems, or related field (or equivalent experience) and 5-8 years of experience in business analysis, including requirements gathering and documentation development. Demonstrated experience supporting ServiceNow implementations or modules (e.g., ITSM, request management) is also required. Proficiency in Microsoft Word, Excel, and PowerPoint for documentation, reporting, and training materials is necessary. Experience facilitating stakeholder engagement, workshops, and cross-functional collaboration is required. U.S. Citizenship is also required.

Preferred qualifications include ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS), experience supporting federal or highly regulated environments with structured documentation standards, familiarity with Agile methodologies (Scrum, SAFe) and tools such as Jira or ServiceNow Agile, and experience developing and delivering formal training programs in enterprise systems.