ServiceNow Business Analyst
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 (BPIMB) ServiceNow Support Services (SNSS) program. The role supports the assessment of business processes, identification of operational and functional requirements, development of conceptual business models, and translation of stakeholder needs into actionable specifications for ServiceNow solutions. The analyst evaluates existing IT capabilities, identifies gaps, develops improvement strategies, and helps shape priorities for platform enhancements. The position requires strong analytical skills, experience with enterprise IT processes, and the ability to work across functions on complex operational needs. Hands-on experience supporting or analyzing ServiceNow workflows and modules is required. This is a remote role based in Rockville, Maryland, with 40 scheduled weekly hours and 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 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 affecting organizational goals and develop strategies for improved 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, user stories, acceptance criteria, and operational procedures.
- Communicate priorities, timelines, risks, and decisions to stakeholders.
- Facilitate requirements sessions, stakeholder meetings, and process design workshops.
Benefits
- Comprehensive benefits and wellness packages.
- 401(k) with company match.
- Competitive pay and paid time off.
- Medical plan options, including options with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- Full flex work weeks where possible.
- Paid time off plans including vacation, sick and personal time, holidays, and paid parental, military, bereavement, and jury duty leave.
- Short- and long-term disability benefits.
- Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance are provided or available.
- Growth and learning opportunities through an AI-powered career tool.
- Internal mobility team focused on employee career goals.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
