ServiceNow Business Analyst

Chenega Corporation • Springfield, VA

8d • Onsite

About The Position

Chenega Agile Real-Time Solutions (CARS), part of Chenega Military, Intelligence & Operations Support (MIOS), is seeking a ServiceNow Business Analyst to support the National Geospatial-Intelligence Agency (NGA). The role advances enterprise IT service delivery and monitoring capabilities through the ServiceNow platform (Service+), aligning solutions with NGA’s mission, enterprise roadmap, and operational objectives. The analyst serves as a liaison among mission stakeholders, enterprise architects, and development teams, translating operational needs into scalable automated workflows and data-driven solutions. The role requires IT Service Management (ITSM), ITIL, and enterprise transformation experience in a secure, mission-driven environment.

The position supports enterprise monitoring, service delivery, integrations, governance, and continuous service improvement across Enterprise Management and Monitoring (EMS). It includes requirements discovery and documentation, Agile backlog and release support, testing, stakeholder engagement, and preparation of briefings, demonstrations, and training materials. The role is based in Springfield, Virginia, and requires full-time onsite work.

Requirements

• Bachelor’s degree and at least 2 years of relevant experience, or an associate degree and at least 4 years of relevant experience, or a high school diploma and at least 5 years of relevant experience.
• At least 5 years of Business Analysis experience, including at least 3 years specifically focused on the ServiceNow platform.
• Active TS/SCI clearance.
• Ability to work onsite full-time.
• Ability to work independently and effectively as part of a team.
• Ability to manage multiple efforts with time-related constraints in a fast-paced contracting environment.
• Demonstrated ability to communicate and collaborate effectively 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.
• Proficiency with Microsoft Office applications and experience working in a home office setting.
• Ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills and a professional demeanor.
• Good problem-solving skills, including the ability to visualize a problem or situation and think abstractly to solve it.

Nice To Haves

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) in ITSM or CSM.
• ITIL v3 or v4 Foundation certification.
• Ability to conduct stakeholder interviews, workshops, and process discovery sessions.
• Skill in eliciting, documenting, and validating business requirements.
• Previous customer service experience is strongly desired.

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 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 in enterprise monitoring, service delivery, and system integrations.
• Support integration of enterprise monitoring tools, such as AIOps and ScienceLogic, into ServiceNow (Service+).
• Recommend improvements to data visibility, automation, and mission-relevant dashboards, while ensuring 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, and support stakeholder buy-in for enterprise initiatives and roadmap adoption.
• Identify process gaps, define KPIs/CSFs, and support continuous service improvement across EMS.
• Contribute to governance activities and standardization across enterprise services.
• Perform other duties as assigned.

Benefits

• Broad range of benefits.
• Well-being programs.
• Opportunities for professional development, including on-the-job learning experiences and formal development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level