Technical Business Analyst (ServiceNow)

TL;DR

Technical Business Analyst (ServiceNow): Lead requirements gathering and process design for federal agency clients, translating complex mission requirements into scalable solutions with an accent on Agile frameworks, compliance, and ServiceNow best practices. Focus on conducting gap analysis, creating user stories, developing process maps, and ensuring adherence to federal standards like Section 508 and FISMA.

Location: Fully Remote (EST hours). U.S. citizenship required due to federal contract; ability to obtain and maintain Secret-level security clearance.

Company

Purpose-driven team delivering innovative, mission-critical solutions to federal agencies including DoD, DHS, and Civilian 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 Agile Coach for delivery teams.
• Review user stories for quality, mentor juniors, and conduct peer reviews of designs and test scripts.
• Develop process maps, workflows, data models, and federal deliverables like SOPs and training decks.
• Advise stakeholders on best practices, collaborate with architects, and execute UAT plans.

Requirements

• U.S. Citizenship and ability to obtain/maintain Secret-level security clearance.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field.
• 5+ years as Business Analyst, including 3+ years on ServiceNow platform.
• Proven federal contracting experience (DoD, DHS, Civilian agencies).
• Agile/Scrum environment experience; deep ServiceNow ITSM and one other workflow knowledge.
• Strong Jira, ServiceNow Agile, or Azure DevOps; proficiency in Visio/LucidChart.
• ServiceNow Certified System Administrator (CSA) - REQUIRED.

Nice to have

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

Culture & Benefits

• Join a purpose-driven team working on diverse, meaningful federal projects.
• Collaborate with top industry talent in a challenging and inspiring environment.
• Equal Opportunity Employer committed to inclusive hiring practices.