ServiceNow Business Analyst

ThinkTek

4d

About The Position

We are seeking a highly motivated and experienced ServiceNow Business Analyst to support federal programs in requirements gathering, documentation, and process improvement. The ideal candidate will have a strong background supporting DoD or federal clients, with proven experience in ServiceNow-particularly HRSD-translating stakeholder needs into actionable requirements, supporting Agile delivery, and ensuring systems meet mission and functional requirements.

Requirements

• Active Secret Clearance
• Bachelor's degree in Business, Information Systems, or related field
• Minimum 5 years of experience as a Business Analyst supporting federal or DoD programs
• Minimum of three (3) years of experience using ServiceNow (or similar CRM/platform tools) to develop business requirements aligned to customer functional needs
• Strong experience with requirements gathering, documentation, and stakeholder communication
• Proficiency in ServiceNow, JIRA, and/or Azure DevOps for backlog and workflow management
• Knowledge of Agile/Scrum principles and the Software Development Life Cycle (SDLC)
• Strong analytical, organizational, and communication skills

Nice To Haves

• ServiceNow HRSD (Human Resources Service Delivery) or HR implementation experience
• Familiarity with system accreditation (ATO) processes and security documentation
• Experience with SharePoint development or workflow automation
• Background in cloud modernization or legacy system replacement projects
• Experience authoring training materials, SOPs, and end-user documentation
• Certification as SAFe Scrum Master, PMP, Agile Practitioner, or ServiceNow certification(s)

Responsibilities

• Elicit, analyze, and document business and technical requirements across diverse stakeholder groups
• Translate business needs into scalable ServiceNow solutions, with a focus on HRSD capabilities and best practices
• Develop and maintain user stories, epics, and acceptance criteria within Agile/Scrum delivery frameworks using JIRA or Azure DevOps
• Create and maintain process maps, workflows, and functional specifications to support system enhancements and modernization efforts
• Document and track compliance with security and accreditation (ATO, STIG) requirements for federal systems
• Support continuous improvement by analyzing existing workflows and identifying opportunities for automation and optimization, particularly within HR processes
• Develop training materials, user guides, and SOPs to enhance stakeholder understanding and system adoption
• Facilitate Agile ceremonies (backlog refinement, sprint planning, retrospectives) and serve as liaison between business users, developers, and project managers
• Conduct data validation and quality assurance reviews to ensure reporting accuracy and compliance

Benefits

• ThinkTek offers medical, dental, and vision insurance to all full-time employees; PTO and a variety of other paid leave options are also available.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees