Senior ServiceNow Business Analyst
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Job Description
Senior ServiceNow Business Analyst leading requirements, backlog quality, and process design for federal agency ServiceNow programs. Mentoring delivery teams and guiding secure, compliant solutions.
Responsibilities:
- Lead client workshops and focus groups to elicit, analyze, and document business requirements aligned to agency mission goals
- Translate high-level business needs into user stories, acceptance criteria, and functional specifications within Agile/Scrum
- Conduct gap analysis between legacy processes and ServiceNow out-of-the-box functionality
- Partner with the Agile Coach to design, document, and roll out Agile processes and SOPs across ServiceNow delivery teams
- Review every user story for accuracy, completeness, and ambiguity as the backlog gatekeeper
- Enforce the Definition of Ready before stories enter sprint planning
- Mentor junior analysts and developers on business context, federal domain constraints, and ServiceNow best practices
- Peer-review functional designs and test scripts
- Develop process maps, workflows, and data models for end-to-end service delivery
- Advise government stakeholders on ServiceNow best practices and customization tradeoffs
- Work with system architects to confirm functional designs are technically feasible
- Ensure solution designs meet Section 508 accessibility and FISMA/NIST security-control standards
- Develop and execute UAT plans, write test scripts, and coordinate testing with government personnel
- Produce SOPs, user guides, and training decks
Requirements:
- 5+ years as a business analyst, including 3+ years dedicated to the ServiceNow platform
- Proven experience in federal contracting — DoD, DHS, or civilian agencies
- Deep knowledge of ServiceNow ITSM plus at least one other major workflow: ITOM, HRSD, SPM, ITAM, or custom applications
- Hands-on backlog management in Jira, ServiceNow Agile, or Azure DevOps
- Proficiency with Visio, Lucidchart, or similar process-mapping tools
- Demonstrated experience delivering in an Agile/Scrum environment
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field
- ServiceNow Certified System Administrator (CSA) and ITIL v4 Foundation (or higher)
- U.S. citizenship
- Ability to obtain and maintain a Secret clearance
- Availability during East Coast business hours
- PMP or Agile certifications — CSM, SAFe PO/PM, or similar — preferred as bonus points
- Additional ServiceNow certifications preferred as bonus points
- Experience writing SOPs or process documentation adopted across multiple delivery teams preferred as bonus points
- Prior work on Section 508 accessibility remediation or FISMA/NIST control documentation preferred as bonus points
- Active Secret clearance already in hand listed as a bonus point
Benefits:
- Competitive compensation and performance-based incentives
- 401(k) with company match
- Three weeks of paid annual leave that increases with tenure
- Comprehensive medical, dental, and vision insurance
- Life insurance and disability coverage
- Transit and commuting benefits
- Professional development and paid training opportunities
- Fully remote work within the U.S.
- No expectation to relocate or report to an office
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