Senior Technical ServiceNow Business Analyst (ServiceNow)

TL;DR

Senior Technical ServiceNow Business Analyst (ServiceNow): Leading requirements gathering and process design for federal agency clients with an accent on translating complex mission requirements into scalable ServiceNow solutions. Focus on conducting gap analysis, designing Agile processes, and ensuring compliance with federal IT standards like Section 508 and FISMA/NIST.

Location: Fully Remote (Must be a U.S. citizen and based in the U.S. to obtain and maintain a Secret-level security clearance)

Company

A purpose-driven team delivering innovative, mission-critical solutions to federal agency clients.

What you will do

• Lead client workshops and focus groups to elicit and document business requirements aligned with agency mission goals.
• Translate high-level business needs into user stories, acceptance criteria, and functional specifications within Agile/Scrum frameworks.
• Conduct gap analysis to identify differences between legacy processes and ServiceNow "Out of the Box" (OOTB) functionality.
• Collaborate with the Agile Coach to design and document new Agile processes and standard operating procedures (SOPs).
• Work with System Architects to ensure functional designs are technically feasible and adhere to federal IT standards (Section 508, FISMA/NIST).
• Develop and execute User Acceptance Testing (UAT) plans and create federal-grade deliverables, including User Guides and Training Decks.

Requirements

• U.S. Citizenship and the ability to obtain and maintain a Secret-level security clearance.
• 5+ years of experience as a Business Analyst, with at least 3 years dedicated to the ServiceNow platform.
• Proven experience working in the federal contracting space (DoD, DHS, or Civilian agencies).
• Deep knowledge of ServiceNow ITSM and at least one other major workflow (e.g., ITOM, HRSD, SPM, ITAM).
• ServiceNow Certified System Administrator (CSA) certification is required.
• Proficiency in Jira, ServiceNow Agile, or Azure DevOps, and process mapping tools like Visio or LucidChart.

Nice to have

• ITIL v4 Foundation certification.
• Project Management Professional (PMP) or Agile certifications (CSM, SAFe PO/PM).

Culture & Benefits

• Fully remote work environment (EST hours).
• Opportunity to work on diverse, meaningful projects that make a real difference.
• Collaborative environment with high-caliber industry experts.
• Purpose-driven culture focused on innovative, mission-critical solutions.