ServiceNow Business Process Analyst

We are seeking an experienced ServiceNow Business Process Analyst to join our high-visibility team supporting the USAF Defensive Cyber Systems Program Management Office at Joint Base San Antonio. The ideal candidate will work closely with stakeholders to capture, analyze, and document business and technical requirements, ensuring seamless operations of the ServiceNow platform. This role offers an exciting opportunity to contribute to enterprise digital modernization efforts while providing impactful support to our defense clients.

Clearance Requirements: Active Secret clearance with the ability to obtain a TS/SCI clearance.

Work Arrangement: On-site at San Antonio, TX, 5 days a week.

Responsibilities

• Lead workshops and stakeholder interviews to capture, validate, and document detailed business and technical requirements.
• Analyze current workflows, conduct gap analyses, and design future-state processes aligned with ServiceNow best practices.
• Translate business needs into user stories, acceptance criteria, forms, and platform configurations or dashboards.
• Serve as primary liaison between stakeholders and the ServiceNow technical team.
• Support User Acceptance Testing (UAT), write test scripts and cases, and track defects.
• Assist in end-user training, including demos and creating training manuals.
• Follow sprint cycles in JIRA and update stories/work accordingly.
• Perform administrative functions as needed.
• Lead team activities, including Agile ceremonies such as Scrum meetings.
• Review work products to ensure implementation aligns with requirements and business needs.
• Provide status updates to management and mentor team members in systems engineering, business analysis, and best practices.

Requirements

• Active Secret clearance with ability to obtain TS/SCI.
• Bachelor's degree in a relevant field with a minimum of 2 years experience or equivalent experience.
• Minimum of 2 years of ServiceNow experience, including strong knowledge of ITSM, HAM, SAM, CMDB, ITOM, and SPM modules.
• Minimum of 5 years of Business Process Analysis experience, including requirements gathering, documenting, and working with stakeholders.
• Experience with Agile methodologies, including use of JIRA.
• Strong communication and teamwork skills.
• U.S. Citizen.
• On-site at San Antonio, TX.

Skills

• Knowledge of supporting DoD customers and IT concepts.
• ServiceNow, ITIL v4, Agile, and Jira Service Management certifications.
• Experience supporting new operations or capability adoption.
• Knowledge of IATT / ATO processes within DoD environments.
• COMPTIA Security+ certification.

Pay

Pay range: $109.02–$137.45 per hour. This pay range is based on qualifications and experience, and assumes all role requirements are met.

Why Apply

Join a dedicated team supporting critical defense initiatives in a dynamic and collaborative environment. This role offers the chance to work on impactful technology solutions within a fast-paced, mission-focused setting.