Business Analyst (ServiceNow)

Location: US-Remote; this position is within the United States and fully remote.

Salary: $81,850–$100,000 annually

Company

hirify.global delivers IT services and solutions that help government agencies improve their operations and services.

What you will do

• Provide Tier 1/2 help desk and application operations support for the EPA Next Generation Grant System.
• Manage ServiceNow tickets, end-user requests, escalations, queues, reports, and operational trends.
• Investigate, test, document, and help resolve application issues through root cause analysis and remediation.
• Maintain user roles, use cases, SOPs, knowledge-base articles, training materials, and other documentation.
• Capture and manage requirements, analyze business processes, and coordinate enhancement requests with development teams.
• Support UAT, disaster recovery exercises, customer meetings, and communication with project and client stakeholders.

Requirements

• Bachelor’s degree and 5–8 years of IT business analysis experience, or equivalent experience.
• At least 3 years of help desk support or comparable application operations support experience.
• Experience with ServiceNow, Jira, or Salesforce for end-user ticket management.
• Proficiency with Microsoft Office Suite and SharePoint.
• Experience documenting customer issues and requests, following incident and problem-resolution processes, and communicating clearly in writing and verbally.
• Ability to acquire and maintain an EPA Public Trust clearance with additional NGGS provisions.

Nice to have

• Pattern recognition for incident and problem management.
• Ability to trace and resolve incidents while maintaining a big-picture view.
• Growth-oriented approach to identifying friction points and improving common end-user challenges.

Culture & Benefits

• Fully remote and flexible work environment.
• Employee Assistance Program and corporate discounts.
• Learning and development platform with certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Pet insurance, referral bonus program, and internal mobility program.

Hiring process

• Virtual video interview with the hiring manager and/or team; camera use and valid photo ID are required.
• Enhanced biometric ID verification screening and background checks covering criminal history, education, and employment history.