Senior ServiceNow Business Analyst
Improvix Technologies• US,
•$125,000 - $150,000•Remote
About The Position
Improvix Technologies is seeking a Senior ServiceNow Business Analyst to lead requirements gathering and process design for their federal agency clients. This role involves being the gatekeeper of the backlog, ensuring readiness before sprint planning, mentoring junior analysts and developers, conducting peer reviews of functional designs, and advising government stakeholders on the long-term costs of customization. It serves as a crucial bridge between federal mission requirements and technical teams, offering significant authority and influence.
Requirements
- 5+ years as a business analyst, including 3+ years dedicated to the ServiceNow platform.
- Proven experience in federal contracting — DoD, DHS, or civilian agencies.
- Deep knowledge of ServiceNow ITSM plus at least one other major workflow (ITOM, HRSD, SPM, ITAM, or custom applications).
- Hands-on backlog management in Jira, ServiceNow Agile, or Azure DevOps.
- Proficiency with Visio, Lucidchart, or similar process-mapping tools.
- Demonstrated experience delivering in an Agile/Scrum environment.
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
- ServiceNow Certified System Administrator (CSA) and ITIL v4 Foundation (or higher).
- U.S. citizenship, and the ability to obtain and maintain a Secret clearance.
Nice To Haves
- Project Management Professional (PMP) or Agile certifications — CSM, SAFe PO/PM, or similar.
- Additional ServiceNow certifications (CAD, or any Certified Implementation Specialist).
- Experience writing SOPs or process documentation adopted across multiple delivery teams.
- Prior work on Section 508 accessibility remediation or FISMA/NIST control documentation.
- An active Secret clearance already in hand.
Responsibilities
- Lead client workshops and focus groups to elicit, analyze, and document business requirements aligned to agency mission goals.
- Translate high-level business needs into comprehensive user stories, acceptance criteria, and functional specifications within Agile/Scrum.
- Conduct gap analysis between current legacy processes and ServiceNow out-of-the-box functionality.
- Partner with the Agile Coach to design, document, and roll out Agile processes and SOPs that drive consistency across all ServiceNow delivery teams.
- Review every user story for accuracy, completeness, and ambiguity, ensuring it meets the Definition of Ready before sprint planning.
- Guide junior analysts and developers on business context, federal domain constraints, and ServiceNow best practices.
- Review functional designs and test scripts to hold quality standards across the delivery team.
- Develop process maps, workflows, and data models that make end-to-end service delivery visible.
- Advise government stakeholders on ServiceNow best practices, steering them away from customization that becomes technical debt.
- Work with system architects to confirm functional designs are technically feasible.
- Ensure solution designs meet federal IT standards, including Section 508 accessibility and FISMA/NIST security controls.
- Develop and execute UAT plans, writing test scripts and coordinating testing sessions with government personnel.
- Produce federal-grade deliverables: SOPs, user guides, and training decks.
Benefits
- Competitive compensation and performance-based incentives
- 401(k) with company match
- Three weeks of paid annual leave that increases with tenure
- Comprehensive medical, dental, and vision insurance
- Life insurance and disability coverage
- Transit and commuting benefits
- Professional development and paid training opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
