ServiceNow Business Analyst
On-siteSpringfield, Virginia, United States
Job Summary
Lead workshops with NGA EMS stakeholders to capture mission and operational requirements, translating business needs into ServiceNow (Service+) solutions aligned with Enterprise Management and Monitoring roadmaps. Redesign manual processes into standardized, ITIL-aligned digital workflows while owning the full requirements lifecycle using Agile/Scrum methodology. Develop functional requirements documents, user stories, and process maps to support integration of enterprise monitoring tools like AIOps and ScienceLogic. Collaborate with architects and developers to prioritize backlog items, manage release planning, and lead User Acceptance Testing to ensure solutions meet enterprise standards. Prepare briefings and training materials to support stakeholder buy-in for enterprise initiatives and roadmap adoption.
Required Qualifications
- Bachelor's degree and 2+ years of relevant experience; OR Associate and 4+ years of relevant experience; OR High School and 5+ years of relevant experience
- 5+ years of Business Analysis experience, with at least 3 years specifically focused on the ServiceNow platform
- Active TS/SCI Clearance
- Ability to work on-site full-time
- Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment
- Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
- Excellent skills in Microsoft Word, Excel, and other Office applications
- Proficient with Microsoft Office Applications, and experience working in a home office setting, as well as the ability to train end users on frequently asked technical issues
- Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience
Desired Qualifications
- Preferred ServiceNow Certified System Administrator (CSA)
- Preferred ServiceNow Certified Implementation Specialist (CIS) in ITSM or CSM
- Preferred ITIL v3/4 Foundation
- Ability to conduct stakeholder interviews, workshops, and process discovery sessions
- Skill in eliciting, documenting, and validating business requirements
- Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it
- Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others
- Previous customer service experience
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.