ServiceNow Business Analyst
About The Position
The ServiceNow Business Analyst will lead business analysis, requirements management, stakeholder engagement, and business process improvement activities supporting the agency's enterprise ServiceNow platform implementation. This role will serve as the primary liaison between business stakeholders, ServiceNow platform teams, implementation partners, and leadership to ensure business needs are effectively translated into scalable ServiceNow solutions. The initial focus will be on Incident Management, Service Request Management, and Employee Center implementations, followed by ongoing support for additional ServiceNow capabilities including ITSM, Case Management, CMDB, CSDM, ITOM, Service Catalog, Reporting & Analytics, Platform Governance, Integrations, and Organizational Change Management.
Requirements
- Bachelor's degree in Information Technology, Business Administration, Computer Science, or related field, or equivalent experience.
- 5+ years of business analysis experience supporting enterprise technology initiatives.
- 3+ years supporting ServiceNow implementations or platform enhancements.
- Experience eliciting, documenting, validating, and managing requirements.
- Experience facilitating stakeholder workshops and requirements sessions.
- Experience documenting business processes, workflows, and functional specifications.
- Experience supporting testing, solution validation, and User Acceptance Testing (UAT).
- Strong written, verbal, analytical, and stakeholder management skills.
Nice To Haves
- Experience implementing multiple ServiceNow modules.
- Experience with: Incident Management, Service Request Management, Employee Center, ITSM, Case Management, CMDB, CSDM, ITOM, Reporting & Analytics, Service Portfolio & Catalog Management.
- Experience with business process improvement methodologies.
- Experience supporting organizational change management and user adoption.
- Experience working in government or public-sector environments.
- CBAP, PMI-PBA, or equivalent certification.
- ServiceNow Certification(s).
- ITIL Foundation Certification.
Responsibilities
- Lead requirements gathering, analysis, validation, and documentation efforts.
- Facilitate stakeholder workshops, interviews, and discovery sessions.
- Develop business, functional, and non-functional requirements.
- Create user stories, use cases, process flows, and workflow documentation.
- Maintain requirements traceability throughout the project lifecycle.
- Support implementation and enhancement of ServiceNow modules and capabilities.
- Collaborate with Product Owners, Platform Owners, architects, developers, and implementation partners.
- Validate that solutions align with business objectives and operational requirements.
- Participate in solution reviews, demonstrations, and stakeholder approvals.
- Analyze current-state business processes and identify improvement opportunities.
- Document future-state workflows and operational models.
- Recommend process improvements leveraging ServiceNow capabilities.
- Support continuous improvement initiatives.
- Support system testing and User Acceptance Testing (UAT).
- Develop test scenarios and business validation criteria.
- Coordinate defect tracking and issue resolution.
- Ensure implemented solutions meet approved business requirements.
- Support communications, training, and organizational adoption activities.
- Assist with knowledge transfer, process documentation, and stakeholder education.
- Partner with business units to support successful platform adoption.
- Prepare and maintain: Business Requirements Documents, Functional Requirements, User Stories, Process Maps, Use Cases, Requirements Traceability Matrix, Meeting Documentation, Testing Artifacts.
- Ensure compliance with departmental standards, policies, and procedures.
Benefits
- Competitive salary
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What This Job Offers
Job Type
Full-time
Career Level
Senior
