ServiceNow Business Analyst

Computer Task Group, Inc•Columbus, OH

8h•$62 - $68•Onsite

About The Position

CTG is seeking to fill a ServiceNow Business Analyst position for our client. Location: Columbus, OH (Onsite 5 days a week) Duration: 12 months Duties: Lead requirements elicitation efforts through discovery workshops and stakeholder interviews to identify business needs and define functional requirements across ServiceNow modules (ITSM, ITOM, HRSD, etc.). Translate complex public sector requirements into clear, actionable user stories with well-defined acceptance criteria. Design and document “As-Is” and “To-Be” business processes using industry-standard modeling techniques aligned with ServiceNow best practices and CSDM standards. Collaborate with technical teams to ensure accurate implementation of requirements within the ServiceNow platform. Manage and prioritize the product backlog in coordination with the Engagement Lead in an Agile/Scrum environment. Facilitate stakeholder communication, providing regular updates and conducting demonstrations (“show-and-tell” sessions) of platform functionality. Lead User Acceptance Testing (UAT), including test script creation, coordination of testing activities, and defect tracking/resolution. Support Organizational Change Management (OCM) initiatives by developing training materials, user guides, and communication plans to drive adoption. Ensure all requirements and solutions comply with FedRAMP security and regulatory standards. Skills: Strong knowledge of ServiceNow platform capabilities and modules (ITSM, ITOM, HRSD). Proficiency in Agile/Scrum methodologies and tools such as Azure DevOps, Jira, or ServiceNow Agile Development. Expertise in business process modeling and documentation techniques. Ability to translate technical concepts into business-friendly language and vice versa. Strong stakeholder management and communication skills across diverse groups. Understanding of Common Service Data Model (CSDM) and ServiceNow best practices. Familiarity with FedRAMP compliance requirements and secure environments. Experience: 5+ years of experience as a Business Analyst. At least 3 years of hands-on experience working with the ServiceNow platform. Experience working within Agile/Scrum delivery environments. Prior experience supporting public sector (state, local, or federal government) clients is highly preferred. Proven experience leading UAT and supporting change management initiatives. Education: Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience). Preferred Certifications: ServiceNow Certified System Administrator (CSA) ITIL v4 Foundation PMI-PBA or CBAP Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required. CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role. To Apply: To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Tana Stilloe at [email protected]. Kindly forward this to any other interested parties. Thank you! The expected base salary for this position ranges from $62.00 to $68.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered. About CTG CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries. Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com. CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws. CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.

Requirements

Strong knowledge of ServiceNow platform capabilities and modules (ITSM, ITOM, HRSD).
Proficiency in Agile/Scrum methodologies and tools such as Azure DevOps, Jira, or ServiceNow Agile Development.
Expertise in business process modeling and documentation techniques.
Ability to translate technical concepts into business-friendly language and vice versa.
Strong stakeholder management and communication skills across diverse groups.
Understanding of Common Service Data Model (CSDM) and ServiceNow best practices.
Familiarity with FedRAMP compliance requirements and secure environments.
5+ years of experience as a Business Analyst.
At least 3 years of hands-on experience working with the ServiceNow platform.
Experience working within Agile/Scrum delivery environments.
Proven experience leading UAT and supporting change management initiatives.
Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Nice To Haves

Prior experience supporting public sector (state, local, or federal government) clients is highly preferred.
ServiceNow Certified System Administrator (CSA)
ITIL v4 Foundation
PMI-PBA or CBAP

Responsibilities

Lead requirements elicitation efforts through discovery workshops and stakeholder interviews to identify business needs and define functional requirements across ServiceNow modules (ITSM, ITOM, HRSD, etc.).
Translate complex public sector requirements into clear, actionable user stories with well-defined acceptance criteria.
Design and document “As-Is” and “To-Be” business processes using industry-standard modeling techniques aligned with ServiceNow best practices and CSDM standards.
Collaborate with technical teams to ensure accurate implementation of requirements within the ServiceNow platform.
Manage and prioritize the product backlog in coordination with the Engagement Lead in an Agile/Scrum environment.
Facilitate stakeholder communication, providing regular updates and conducting demonstrations (“show-and-tell” sessions) of platform functionality.
Lead User Acceptance Testing (UAT), including test script creation, coordination of testing activities, and defect tracking/resolution.
Support Organizational Change Management (OCM) initiatives by developing training materials, user guides, and communication plans to drive adoption.
Ensure all requirements and solutions comply with FedRAMP security and regulatory standards.