Collaborate with business stakeholders, delivery teams, and product owners to gather, analyze, and document detailed business and technical requirements specific to ServiceNow implementations.
Translate business needs into well-defined user stories and acceptance criteria, supporting the development of scalable and maintainable ServiceNow solutions.
Act as a liaison between business users and technical teams, ensuring clear understanding of ServiceNow functionality and constraints.
Support ServiceNow platform configuration and enhancement efforts across modules such as PSDS, CSM, or others.
Conduct gap analyses and make recommendations to optimize workflows, automation opportunities, and user experiences within ServiceNow.
Support solution design sessions, stakeholder demos, and User Acceptance Testing (UAT).
Ensure alignment with ServiceNow best practices and federal IT compliance standards.
Assist in managing backlogs, sprint planning, and Agile ceremonies in collaboration with Scrum Masters and delivery leads.

Requirements

Bachelor’s degree in Information Technology, Business, or related field.
5+ years of experience as a Business Analyst, including 3+ years of hands-on experience with ServiceNow implementations in complex enterprise environments.
Proven experience leading requirements gathering, stakeholder engagement, and backlog refinement across multiple ServiceNow modules
Strong knowledge of Agile delivery methodologies; experience participating in and facilitating Agile ceremonies.
Ability to create detailed user stories, process flows, data mappings, and functional specs aligned with ServiceNow capabilities.
Working knowledge of ServiceNow scripting (e.g., business rules, client scripts, UI policies) and data models; ability to partner effectively with developers and architects.
Demonstrated ability to work independently and lead discussions with cross-functional teams, including clients, developers, and project managers.
Experience supporting pre-sales, solution design, and roadmap planning is a plus.
Familiarity with federal IT environments and compliance/security requirements preferred.
Excellent written and verbal communication skills, with experience presenting to both technical and executive audiences.
ServiceNow certifications (e.g., Certified System Administrator, Certified Application Specialist) are a plus.

Benefits

Medical Insurance
Dental Insurance
Vision Insurance
Disability and Life Insurance
Parental Leave
401K
Paid Time Off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ServiceNow implementationsAgile delivery methodologiesUser storiesProcess flowsData mappingsFunctional specificationsServiceNow scriptingBusiness rulesClient scriptsUI policies

Soft Skills

CollaborationStakeholder engagementBacklog refinementIndependent workCross-functional team leadershipCommunicationPresentation skillsFacilitation

Certifications

Certified System AdministratorCertified Application Specialist