Senior ServiceNow Business Analyst (Minimum Interim Secret Clearance, or higher Required)

ITC Federal, Inc.•,

2d•Remote

About The Position

ITC Federal is seeking a Senior ServiceNow Business Analyst to lead requirements gathering and process design for federal agency clients, including the Department of State. The role bridges federal mission requirements and technical delivery teams, manages the product backlog, and ensures user stories meet the Definition of Ready before sprint planning. The analyst also mentors junior analysts and developers, reviews functional designs, and advises government stakeholders on ServiceNow best practices that limit unnecessary customization and long-term technical debt. The position is fully remote within the United States, with availability required during East Coast business hours for client workshops and stakeholder sessions. Occasional travel may be required for major planning events. No relocation or office reporting is expected. The role requires an active Interim Secret clearance at minimum, the ability to obtain and maintain a final Secret clearance, and U.S. citizenship.

Requirements

At least 5 years of business analyst experience, including at least 3 years dedicated to the ServiceNow platform.
Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field from an accredited university.
Proven federal contracting experience supporting 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.
ServiceNow Certified System Administrator (CSA) certification.
ITIL v4 Foundation certification or higher.
Active Interim Secret security clearance at minimum, with ability to obtain and maintain a final Secret clearance.
U.S. citizenship.

Nice To Haves

Project Management Professional (PMP) or Agile certification, such as CSM, SAFe PO/PM, or similar.
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.

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 user stories, acceptance criteria, and functional specifications within an Agile/Scrum framework.
Conduct gap analysis between legacy processes and ServiceNow out-of-the-box functionality.
Partner with the Agile Coach to design, document, and implement Agile processes and SOPs across ServiceNow delivery teams.
Review user stories for accuracy, completeness, and ambiguity, ensuring they meet the Definition of Ready before sprint planning.
Mentor junior analysts and developers on business context, federal domain constraints, and ServiceNow best practices.
Conduct peer reviews of functional designs and test scripts.
Develop process maps, workflows, and data models that visualize end-to-end service delivery.
Advise government stakeholders on ServiceNow best practices and discourage customizations that create technical debt.
Collaborate 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 User Acceptance Testing plans, write test scripts, and coordinate testing sessions with government personnel.
Produce SOPs, user guides, and training materials.