ServiceNow Business Analyst

Chenega Agile Real-Time Solutions • St. Louis, MO

3h • Onsite

About The Position

Chenega Agile Real-Time Solutions (CARS) is seeking a highly skilled ServiceNow Business Analyst to support the National Geospatial-Intelligence Agency (NGA). This role will focus on advancing enterprise IT service delivery and monitoring capabilities through the ServiceNow platform (Service+), ensuring alignment with NGA’s mission, enterprise roadmap, and operational objectives. The ServiceNow Business Analyst will serve as a key liaison between mission stakeholders, enterprise architects, and development teams—translating complex operational needs into scalable, automated workflows and data-driven solutions. This position requires expertise in IT Service Management (ITSM), ITIL frameworks, and experience supporting enterprise-level transformation initiatives within a secure, mission-driven environment.

Requirements

• Bachelor’s degree and 2+ years of relevant experience; OR Associate and 4+ years of relevant experience; OR High School and 5+ years of relevant experience
• 5+ years of Business Analysis experience, with at least 3 years specifically focused on the ServiceNow platform.
• Active TS/SCI Clearance
• Ability to conduct stakeholder interviews, workshops, and process discovery sessions.
• Skill in eliciting, documenting, and validating business requirements.
• Ability to work on-site full-time
• Ability to work independently and yet be effective within a team setting
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications
• Proficient with Microsoft Office Applications, and experience working in a home office setting, as well as the ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

Nice To Haves

• Preferred ServiceNow Certified System Administrator (CSA)
• Preferred ServiceNow Certified Implementation Specialist (CIS) in ITSM or CSM
• Preferred ITIL v3/4 Foundation

Responsibilities

• Lead workshops with NGA EMS stakeholders to capture mission and operational requirements. Translate business needs into ServiceNow (Service+) solutions aligned with Enterprise Management and Monitoring roadmaps.
• Redesign manual and fragmented processes into standardized, ITIL-aligned digital workflows.
• Own the full requirements lifecycle using Agile/Scrum methodology. Develop Functional Requirements Documents (FRDs), user stories, acceptance criteria, process maps, and workflow diagrams.
• Conduct “as-is” and “to-be” analyses to identify gaps across enterprise monitoring, service delivery, and system integrations.
• Support integration of enterprise monitoring tools (e.g., AIOps, ScienceLogic) into ServiceNow (Service+). Provide recommendations to enhance data visibility, automation, and mission-relevant dashboards.
• Ensure alignment with enterprise architecture and future-state EMS capabilities.
• Collaborate with Product Owners, architects, and developers to prioritize backlog items based on mission impact, enterprise dependencies, and NGA roadmaps.
• Support release planning, sprint refinement, and continuous service improvement initiatives.
• Lead User Acceptance Testing (UAT), including test script development, coordination, and validation against requirements.
• Ensure solutions meet the Definition of Done and comply with enterprise standards.
• Maintain documentation to support continuity of operations.
• Partner with program leadership, engineers, and mission stakeholders to ensure ServiceNow capabilities support operational outcomes.
• Prepare briefings, demonstrations, and training materials.
• Support stakeholder buy-in for enterprise initiatives and roadmap adoption.
• Assist in identifying process gaps, defining KPIs/CSFs, and supporting continuous service improvement efforts across EMS.
• Contribute to governance activities and standardization across enterprise services.
• Other duties as assigned.

Benefits

• professional development
• on-the-job learning experiences
• formal development programs
• well-being programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED