Mid Business Analyst – ServiceNow
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Job Description
ServiceNow Business Analyst translating federal clients’ needs into agile stories, training, and adoption programs. Supporting ServiceNow implementations across ITSM, ITAM, and Employee Center Pro.
Responsibilities:
- Host stakeholder workshops and perform gap analyses
- Build structured agile user stories with explicit acceptance criteria
- Coordinate with technical developers, architects, and product owners to groom backlogs and manage sprint scopes
- Map functional adjustments across ServiceNow modules including ITSM, ITAM, and Employee Center Pro
- Design UAT test scripts, manage user testing cohorts, and validate feature performance before deployment
- Build and deliver interactive live and virtual training programs
- Create standard operational guides
- Author, curate, and optimize user-facing resources in the internal ServiceNow Knowledge Base
- Produce quick-reference assets, videos, and documentation
- Draft organizational release notes, system announcements, and process change emails for non-technical business partners
- Own the end-to-end user adoption lifecycle and translate business challenges into ServiceNow solutions
Requirements:
- 3 to 5 years of verifiable experience functioning as a BA or Administrator within the ServiceNow ecosystem
- Minimum 2 years operating inside an Agile / Scrum framework utilizing modern management software
- Clear capability to break down complex technical system structures into relatable, everyday analogies for end-users
- ServiceNow module experience: ITSM, WSD, ITAM, ITOM, Employee Center Pro, SPM, IRM, SecOps
- Bachelor’s degree (or equivalent experience) in Business, Information Systems, Computer Science, or related field
- U.S. Citizenship is required
- Active Public Trust clearance or the ability to obtain one
- Experience with Camtasia or Snagit is nice to have
Benefits:
- 15 PTO days
- 11 paid holidays
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Short Term and Long Term Disability coverage with 100% premium support
- 401k Program with Bravium matching 100% of up to 4% of salary
- Training Program
- Employee Assistance Program
- Maternity Leave
- Paternity Leave
- Annual performance bonuses
- Referral bonus
- Flexible work arrangements
- Access to robust training and professional development program
- Employee Assistance Program (EAP) for mental health and wellness support
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