ServiceNow Business Analyst
On-siteSpringfield, Virginia, United States
Job Summary
Lead workshops with NGA EMS stakeholders to capture mission requirements and translate business needs into ServiceNow (Service+) solutions aligned with enterprise roadmaps. Redesign fragmented processes into standardized, ITIL-aligned digital workflows while owning the full requirements lifecycle using Agile/Scrum methodology. Develop functional documents, user stories, and process maps to support integration of monitoring tools like AIOps and ScienceLogic into the platform. Collaborate with architects and developers to prioritize backlog items, support release planning, and lead User Acceptance Testing to validate solutions against enterprise standards. Prepare briefings and training materials to ensure stakeholder buy-in for continuous service improvement initiatives across the enterprise monitoring environment.
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 strongly desired
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
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