ServiceNow Business Analyst
About The Position
LightFeather is seeking a Senior ServiceNow Business Analyst to lead requirements gathering and process design for federal agency clients. The role serves as a bridge between federal business stakeholders and technical development teams, translating mission requirements into scalable ServiceNow solutions while supporting federal compliance and maintaining high-quality backlog data. This is a full-time, fully remote position working EST hours, with an annual salary of $110,000–$130,000 based on experience. U.S. citizenship is required, along with the ability to obtain and maintain a Secret-level security clearance. The Business Analyst will lead client workshops, document business requirements, create user stories and functional specifications, identify process gaps, and support consistent Agile practices across ServiceNow delivery teams. The role also includes mentoring junior staff, reviewing designs and test scripts, coordinating UAT, advising stakeholders on ServiceNow best practices, and preparing federal-grade documentation and training materials. Solution designs must comply with applicable federal IT standards, including Section 508 accessibility requirements and FISMA/NIST security controls.
Requirements
- U.S. citizenship.
- Ability to obtain and maintain a Secret-level security clearance.
- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
- At least 5 years of Business Analyst experience, including at least 3 years dedicated to the ServiceNow platform.
- Experience in federal contracting, such as DoD, DHS, or civilian agencies.
- Experience working in an Agile/Scrum environment.
- Deep knowledge of ServiceNow ITSM and at least one other major workflow, such as ITOM, HRSD, SPM, ITAM, or custom applications.
- Strong experience with Jira, ServiceNow Agile, or Azure DevOps for backlog management.
- Proficiency in Visio, LucidChart, or similar process-mapping tools.
- ServiceNow Certified System Administrator (CSA) certification.
Nice To Haves
- ITIL v4 Foundation certification or higher.
- Project Management Professional (PMP) certification or Agile certification, such as CSM or SAFe PO/PM.
Responsibilities
- Lead client workshops and focus groups to elicit, analyze, and document business requirements aligned with agency mission goals.
- Translate business needs into user stories, acceptance criteria, and functional specifications within Agile/Scrum frameworks.
- Conduct gap analyses between legacy processes and ServiceNow out-of-the-box functionality.
- Collaborate with the Agile Coach to design, document, and distribute Agile processes and standard operating procedures across ServiceNow delivery teams.
- Review user stories and requirements for accuracy, completeness, and ambiguity, ensuring stories meet the team's Definition of Ready before sprint planning.
- Guide and mentor junior developers and analysts on business context, federal domain constraints, and ServiceNow best practices.
- Conduct peer reviews of functional designs and test scripts to maintain quality standards.
- Develop process maps, workflows, and data models to represent end-to-end service delivery.
- Advise government stakeholders on ServiceNow best practices and avoiding excessive customization that creates technical debt.
- Collaborate with System Architects to ensure functional designs are technically feasible.
- Ensure solution designs adhere to federal IT standards, including Section 508 accessibility and FISMA/NIST security controls.
- Develop and execute UAT plans, create test scripts, and coordinate testing sessions with government personnel.
- Create federal-grade deliverables, including SOPs, user guides, and training decks.
Benefits
- The opportunity to work on diverse, meaningful, mission-critical projects with an experienced team.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
