Business Analyst - ServiceNow

NFF Inc•Washington, DC

About The Position

NFF,Inc. is seeking an experienced ServiceNow Project Manager / Business Analyst to lead and support the delivery of ServiceNow initiatives from concept to implementation. This role will oversee project planning, requirements gathering, and stakeholder coordination while ensuring solutions align with industry best practices and IT service management goals. The ideal candidate has deep ServiceNow platform expertise, strong analytical and communication skills, and a proven ability to guide cross‑functional teams through design, development, testing, and adoption activities.

Requirements

Required 11+ years’ experience as a business analyst
Required 11+ years of Software Development Lifecycle experience (SDLC)
Required 11+ years’ experience with requirements gathering and documentation
Required 11+ years of Microsoft office experience
Required 8+ years of IT Service Management experience
Required 8+ years’ experience supporting the configuration and development of ServiceNow

Responsibilities

Lead end‑to‑end delivery of ServiceNow initiatives from intake and scoping through design, development, testing, training, deployment, and stabilization, ensuring alignment with the customer's strategy and governance models.
Manage project timelines, milestones, risks, and communications; coordinate cross‑functional teams, including technical developers, architects, product owners, and business stakeholders.
Ensure project activities follow industry best practices, ServiceNow implementation standards, and delivery frameworks.
Conduct requirements elicitation sessions (workshops, interviews, JAD sessions) to document business, functional, and technical requirements for new or enhanced ServiceNow modules, workflows, and integrations.
Translate business processes into detailed process flows, user stories, acceptance criteria, and configuration specifications; validate alignment with ITIL/ITSM processes.
Apply expert‑level knowledge of ServiceNow (platform configuration, catalog items, forms, workflows, dashboards, reporting, and core ITSM modules such as Incident, Problem, Change, Service Catalog, HAM/SAM/CMDB) to design optimal, scalable solutions.
Validate platform configurations and assist technical teams with data modeling, enhancements, integrations, and custom development efforts.
Partner with technical staff to confirm feasibility, identify design constraints, and streamline configuration and implementation processes.
Build trusted relationships with business owners, program leadership, and technical teams; serve as primary liaison for requirements, prioritization, design decisions, and issue resolution.
Support Organizational Change Management (OCM) efforts by communicating “future‑state” workflows, facilitating solution demonstrations, developing training materials, and delivering end‑user training sessions.
Maintain all project artifacts including requirements, design documents, test evidence, meeting notes, training materials, and status reports.
Prepare dashboards, performance reports, KPIs, and analytics using ServiceNow reporting, Performance Analytics, or complementary BI tools (e.g., PowerBI).
Identify opportunities to streamline workflows, improve data integrity, optimize IT service management processes, and enhance user experience across the ServiceNow ecosystem.