ServiceNow Senior Business Analyst

About the role

Leads business analysis activities for ServiceNow implementations, supporting the ServiceNow project, acting as the functional process and requirements authority for ServiceNow products. Provides strategic guidance on business process optimization, requirements definition, and solution validation while bridging the gap between business needs and technical implementation. Mentors business analysts and establishes analysis standards ensuring alignment with federal requirements and ServiceNow best practices.

Responsibilities

• Leads end-to-end analysis activities including business process decomposition, to-be design, journey mapping, and detailed requirements definition.
• Facilitates complex stakeholder discussions, navigates competing priorities, and drives consensus on functional direction.
• Crafts high-quality user stories, detailed acceptance criteria, process flows, and supporting documentation that enable clear, efficient development.
• Advises business partners on platform capabilities and process optimization opportunities to ensure alignment with best practices.
• Leads discovery sessions, workshops, and requirements elicitation activities with stakeholders and subject matter experts.
• Develops comprehensive process documentation including current state assessments, gap analysis, and future state designs.
• Translates complex client requirements into well-structured user stories and acceptance criteria for development teams.
• Supports backlog prioritization, UAT strategy, readiness planning, and change adoption efforts.
• Mentors junior analysts and contributes to BA practice maturity across the program.
• Conducts business process analysis identifying optimization opportunities and efficiency improvements.
• Validates solutions against requirements ensuring functional alignment and business value delivery.
• Collaborates with technical teams translating business requirements into technical specifications.
• Ensures requirements traceability from initial discovery through solution delivery and validation.

Requirements

• Business analysis experience with focus on ServiceNow implementations and ITSM/ITOM processes.
• Active TS/SCI with Poly security clearance is required.

Qualifications

• Federal government experience.
• ITIL Foundation and ServiceNow CSA certification.
• Lean Six Sigma or comparable process improvement certification.
• CBAP or PMI PBA certification.

Pay

The base pay range for this position in California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, the District of Columbia, and the city of Cleveland is $111,800—$221,800 USD.