ServiceNow Business Analyst

Improvix Technologies• US,

8h•$145,000 - $165,000•Remote

About The Position

Improvix Technologies is hiring a Senior ServiceNow Business Analyst to lead requirements gathering and process design for federal agency clients. The role serves as the backlog gatekeeper, ensuring user stories meet the Definition of Ready before they enter sprint planning. The analyst will mentor junior analysts and developers, review functional designs and test scripts, and advise government stakeholders on ServiceNow best practices and the long-term costs of unnecessary customization. The position bridges federal mission requirements and the technical teams delivering ServiceNow solutions. It also partners with the Agile Coach to develop processes and SOPs used across ServiceNow delivery teams. The role is fully remote within the U.S., with availability during East Coast business hours for client workshops and stakeholder sessions. Occasional travel may be required for major planning events; relocation or office attendance is not expected. An active Secret clearance is required, though the company is willing to sponsor clearances for qualified candidates.

Requirements

At least 5 years of business analyst experience, including at least 3 years dedicated to the ServiceNow platform.
Proven experience in federal contracting with DoD, DHS, or civilian agencies.
Deep knowledge of ServiceNow ITSM and at least one other major workflow: ITOM, HRSD, SPM, ITAM, or custom applications.
Hands-on backlog management experience using 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) certification and ITIL v4 Foundation or higher.
U.S. citizenship and ability to obtain and maintain a Secret clearance.
Availability during East Coast business hours for client workshops and stakeholder sessions.

Nice To Haves

Project Management Professional (PMP) or Agile certification such as CSM or SAFe PO/PM.
Additional ServiceNow certifications, such as CAD or a Certified Implementation Specialist certification.
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.

Responsibilities

Lead client workshops and focus groups to elicit, analyze, and document requirements aligned with agency mission goals.
Translate business needs into user stories, acceptance criteria, and functional specifications within Agile/Scrum.
Analyze gaps between legacy processes and ServiceNow out-of-the-box functionality.
Partner with the Agile Coach to design, document, and roll out Agile processes and SOPs across ServiceNow delivery teams.
Review user stories for accuracy, completeness, and ambiguity, and ensure they meet the Definition of Ready before sprint planning.
Mentor junior analysts and developers on business context, federal domain constraints, and ServiceNow best practices.
Peer review functional designs and test scripts to maintain delivery quality.
Develop process maps, workflows, and data models that show end-to-end service delivery.
Advise government stakeholders on ServiceNow best practices and the risks of customization and 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, write test scripts, and coordinate testing sessions with government personnel.
Produce SOPs, user guides, and training decks.