Senior Technical ServiceNow Business Analyst

TL;DR

Senior Technical ServiceNow Business Analyst (ServiceNow): Lead requirements gathering and process design for federal agency clients, translating complex mission requirements into scalable ServiceNow solutions with an accent on Agile frameworks, federal compliance, and data quality. Focus on conducting gap analysis, crafting user stories, developing process maps, and ensuring technical feasibility and standards adherence.

Location: Fully Remote (EST hours), U.S. Citizenship Required, Ability to obtain and maintain Secret Level security clearance

Company

Purpose-driven team delivering innovative, mission-critical solutions to federal agencies.

What you will do

• Lead client workshops to elicit, analyze, and document business requirements aligned with agency missions.
• Translate needs into user stories, acceptance criteria, and functional specs in Agile/Scrum.
• Perform gap analysis between legacy processes and ServiceNow OOTB functionality.
• Design and document Agile processes and SOPs with the Agile Coach for delivery teams.
• Review user stories for accuracy and mentor junior analysts and developers.
• Develop process maps, workflows, data models, and conduct UAT with test scripts.

Requirements

• U.S. Citizenship and ability to obtain/maintain Secret clearance
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related.
• 5+ years as Business Analyst, 3+ years on ServiceNow platform.
• Experience in federal contracting (DoD, DHS, Civilian agencies) and Agile/Scrum.
• Deep knowledge of ServiceNow ITSM and another workflow (ITOM, HRSD, SPM, ITAM, Custom Apps).
• ServiceNow Certified System Administrator (CSA) - REQUIRED; proficiency in Jira/Azure DevOps, Visio/LucidChart.

Nice to have

• ITIL v4 Foundation or higher.
• PMP or Agile certifications (CSM, SAFe PO/PM).

Culture & Benefits

• Work on diverse, meaningful federal projects with top industry talent.
• Purpose-driven environment focused on innovation and mission impact.
• Fully remote with EST hours.