ServiceNow Business Analyst

Chenega Corporation•St. Louis, MO

23h•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.