ServiceNow Business Analyst - HRSD
About The Position
Support ServiceNow initiatives by working with clients, stakeholders, and end users to gather, analyze, and validate business requirements. Assist in translating business needs into ServiceNow solutions, ensuring alignment with platform capabilities across modules such as ITSM, HRSD, and App Engine. Participate in stakeholder meetings and working sessions to understand current-state processes, identify pain points, and help define improved future-state workflows. Collaborate with developers and technical teams to support the design, configuration, and implementation of ServiceNow applications. Document requirements and translate them into user stories, acceptance criteria, and functional specifications to support development and delivery. Contribute to testing activities, including developing test cases, supporting User Acceptance Testing (UAT), and tracking defects and resolutions. Assist in creating training materials and supporting end-user training sessions to promote adoption of ServiceNow solutions. Develop and maintain project documentation, including process maps, requirements documents, and user guides. Engage regularly with stakeholders and team members to ensure alignment and clear communication throughout the project lifecycle. Support continuous improvement efforts by identifying opportunities to enhance existing ServiceNow implementations. Stay current with ServiceNow platform updates and best practices to strengthen delivery and solution quality.
Requirements
- Active or eligible for a “PUBLIC TRUST” security clearance (must obtain approved adjudication prior to onboarding).
- Minimum of THREE (3) years of experience as a Business Analyst, with exposure to ServiceNow or similar enterprise platforms.
- Bachelor’s degree in Computer Science, Information Technology, Business, or a related discipline.
- Experience gathering and documenting requirements, including stakeholder interviews, workshops, and user story development.
- Experience supporting testing activities, including UAT coordination.
- Working knowledge of ServiceNow capabilities, particularly ITSM, HRSD, or similar modules.
- Familiarity with Software Development Lifecycle (SDLC) concepts and experience working in Agile environments.
- Ability to translate business requirements into clear, structured documentation for technical teams.
- Strong written and verbal communication skills, with the ability to collaborate effectively across business and technical teams.
- Analytical and problem-solving skills, with attention to detail and a focus on quality deliverables.
- Strong organizational and time management skills, with the ability to manage multiple priorities.
- Basic hands-on experience with ServiceNow configuration (e.g., forms, workflows, or service catalogs).
- Strong interpersonal skills with the ability to build relationships across teams.
Nice To Haves
- ServiceNow Certified System Administrator (CSA) or willingness to obtain.
- Basic hands-on experience with ServiceNow configuration (e.g., forms, workflows, or service catalogs).
- Agile certifications (e.g., Scrum Master) or practical Agile experience.
- Experience in a federal environment, especially supporting HR-related processes.
- Familiarity with low-code/no-code platforms (e.g., Power Platform, SharePoint).
Responsibilities
- Support ServiceNow initiatives by working with clients, stakeholders, and end users to gather, analyze, and validate business requirements.
- Assist in translating business needs into ServiceNow solutions, ensuring alignment with platform capabilities across modules such as ITSM, HRSD, and App Engine.
- Participate in stakeholder meetings and working sessions to understand current-state processes, identify pain points, and help define improved future-state workflows.
- Collaborate with developers and technical teams to support the design, configuration, and implementation of ServiceNow applications.
- Document requirements and translate them into user stories, acceptance criteria, and functional specifications to support development and delivery.
- Contribute to testing activities, including developing test cases, supporting User Acceptance Testing (UAT), and tracking defects and resolutions.
- Assist in creating training materials and supporting end-user training sessions to promote adoption of ServiceNow solutions.
- Develop and maintain project documentation, including process maps, requirements documents, and user guides.
- Engage regularly with stakeholders and team members to ensure alignment and clear communication throughout the project lifecycle.
- Support continuous improvement efforts by identifying opportunities to enhance existing ServiceNow implementations.
- Stay current with ServiceNow platform updates and best practices to strengthen delivery and solution quality.
Benefits
- Medical, Rx, Dental & Vision Insurance
- Personal and Family Sick Time & Company Paid Holidays
- Position may be eligible for a discretionary variable incentive bonus
- Parental Leave and Adoption Assistance
- 401(k) Retirement Plan
- Basic Life & Supplemental Life
- Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
- Short-Term & Long-Term Disability
- Student Loan PayDown
- Tuition Reimbursement, Personal Development & Learning Opportunities
- Skills Development & Certifications
- Employee Referral Program
- Corporate Sponsored Events & Community Outreach
- Emergency Back-Up Childcare Program
- Mobility Stipend
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
