Business Analyst – ServiceNow
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Job Description
ServiceNow Business Analyst translating stakeholder needs into enterprise workflow solutions. Supporting federal government missions through requirements, testing, process improvement, and user adoption.
Responsibilities:
- Serve as a liaison between business stakeholders and technical teams
- Gather and translate business requirements into functional specifications for ServiceNow solutions
- Work with business users, IT teams, and stakeholders to understand processes and identify improvement opportunities
- Facilitate requirements workshops, interviews, and focus groups
- Document business processes and create functional specifications, user stories, process flow diagrams, use cases, and workflow documentation
- Collaborate with ServiceNow developers and administrators to ensure accurate implementation
- Define acceptance criteria and develop test plans
- Conduct gap analysis between current and desired future states
- Design and document ServiceNow configuration requirements, including forms, workflows, catalog items, and reports
- Coordinate user acceptance testing and defect resolution
- Create training materials and conduct end-user training
- Develop and maintain requirements traceability matrices
- Participate in backlog grooming and sprint planning in Agile development
- Work with the Product Owner to prioritize enhancement requests and feature requirements
- Maintain business process documentation and standard operating procedures
- Analyze system usage data and metrics to identify improvement opportunities
- Support ServiceNow platform upgrades by assessing business impact and requirements
- Support change management activities related to ServiceNow implementation and user adoption
Requirements:
- Bachelor’s degree in Computer science, Information Technology, or related field, or equivalent work experience
- Minimum 1-3 years of experience as a Business Analyst, preferably in IT or enterprise systems
- At least 1-2 years of hands-on experience with ServiceNow platform
- Proven experience gathering and documenting business requirements
- Experience with business process analysis and process improvement methodologies
- Track record of successfully delivering technology projects from requirements through implementation
- Experience with Agile/Scrum development methodologies
- Strong understanding of ServiceNow platform capabilities and modules
- Proficiency in creating process flow diagrams using tools like Visio, Lucidchart, or similar
- Experience with requirements management tools (Jira, Azure DevOps, Confluence, SharePoint)
- Knowledge of ITIL processes (Incident, Problem, Change, Service Request, Knowledge Management)
- Understanding of workflow design and automation concepts
- Ability to create mock-ups and wireframes for user interface designs
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Visio)
- Basic understanding of relational databases and data relationships
- Familiarity with reporting and analytics tools
- Knowledge of system integration concepts and data flow mapping
- Understanding of user experience (UX) principles
- Strong facilitation and presentation skills
- Active listening skills with ability to ask probing questions
- Stakeholder management and relationship building capabilities
- Candidate must be able to obtain a Public Trust
- Desired: ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS)
- Desired: Experience with specific ServiceNow modules (ITSM, ITOM, ITBM, CSM, HRSD, or others)
- Desired: Business Analysis certifications (CBAP, CCBA, PMI-PBA)
- Desired: ITIL Foundation certification
- Desired: Prior government consulting experience
Benefits:
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Paid time off
- Paid parental leave
- Life and disability insurance
- Flexible spending accounts
- Commuter benefits
- Tuition reimbursement
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