ServiceNow Business Analyst

GD Information Technology • Rockville, MD

6d • Remote

About The Position

GDIT is seeking a Business Analyst to support the National Institutes of Health (NIH), National Institute of Allergy and Infectious Diseases (NIAID), under the Business Process and Information Management Branch ServiceNow Support Services program. The role supports NIAID in assessing business processes, identifying operational and functional requirements, developing conceptual business models, and translating stakeholder needs into actionable specifications for ServiceNow solutions. The Business Analyst evaluates existing IT capabilities, identifies gaps, develops improvement strategies, and helps shape platform enhancement priorities. Hands-on experience supporting or analyzing ServiceNow workflows and modules is required. The position is remote, based in Rockville, Maryland, and has a scheduled workweek of 40 hours with less than 10% travel required.

Requirements

• Bachelor’s degree or equivalent experience.
• Six or more years of experience as a business analyst or functional analyst in a large enterprise environment, aligned with the government LCAT requirement.
• Hands-on experience working with or supporting ServiceNow workflows, processes, or modules.
• Experience developing business requirements, user stories, acceptance criteria, and workflow documentation.
• Experience supporting or participating in Agile development processes, including backlog refinement, sprint readiness, and acceptance validation.
• Experience analyzing functional baselines, process gaps, operational inefficiencies, and improvement opportunities.
• Ability to create conceptual business models, process flows, and functional specifications.
• Experience facilitating requirements sessions, stakeholder meetings, and process design workshops.
• Experience collaborating with technical teams, including developers, architects, and administrators.
• Strong analytical, documentation, and communication skills.
• Ability to obtain and maintain NIH Public Trust.
• Must be able to obtain and maintain a public trust clearance.

Nice To Haves

• Experience with ITSM, ITOM, CMDB, SecOps, or Vulnerability Response process analysis or configuration.
• Experience with enterprise workflow modeling tools or documentation practices.
• Experience supporting federal health IT or NIH programs.
• Experience developing dashboards, reports, or analytics for business operations.
• Experience participating in ERP, enterprise system reviews, or strategic assessments.

Responsibilities

• Gather, analyze, and document functional and operational requirements for ServiceNow modules, including ITSM, ITOM, CMDB, SecOps, and Vulnerability Response.
• Create conceptual business models, process maps, workflow diagrams, and functional specifications using industry best practices and NIAID standards.
• Assess organizational baselines and workflows to identify gaps, inefficiencies, and improvement opportunities.
• Identify IT deficiencies that affect organizational goals and develop strategies to improve cross-functional IT operations.
• Collaborate with architects, developers, and administrators to translate business requirements into technical specifications.
• Validate solutions through design reviews, sprint activities, demonstrations, and release-readiness checkpoints.
• Support Agile ceremonies, including backlog refinement, sprint planning, and acceptance validation.
• Develop requirements documentation, user stories, acceptance criteria, and operational procedures.
• Communicate priorities, timelines, risks, and decisions clearly to stakeholders.

Benefits

• Comprehensive benefits and wellness packages.
• 401(k) with company match.
• Competitive pay.
• Paid time off, including vacation, sick, personal, holiday, paid parental, military, bereavement, and jury duty leave.
• Medical plan options, some with Health Savings Accounts.
• Dental and vision plans.
• Full flex work weeks where possible.
• Short- and long-term disability benefits.
• Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level