Senior ServiceNow Business Analyst

United StatesRemoteFull-timesenior

Business AnalystData & AI

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior ServiceNow Business Analyst based in the United States.

Technical Tools

Business AnalystData & AI

The Senior ServiceNow Business Analyst will lead business analysis, requirements management, and process design for federal technology initiatives, helping translate complex mission needs into effective ServiceNow solutions. This fully remote role offers the opportunity to collaborate with government stakeholders, technical teams, and Agile delivery professionals on projects that support critical public-sector operations. You will oversee product backlog quality, ensure user stories meet established readiness standards, and promote scalable solutions aligned with ServiceNow best practices. The position also involves mentoring junior team members, strengthening delivery processes, and ensuring compliance with federal security and accessibility requirements. By bridging business objectives and technical implementation, you will help improve service delivery, minimize unnecessary customization, and reduce long-term technical debt. This is an excellent opportunity for an experienced analyst with federal contracting expertise who wants to make a meaningful impact in a mission-driven, technology-focused environment.

Lead client workshops and stakeholder discussions to gather, analyze, validate, and document business requirements aligned with federal agency objectives and mission priorities.
Translate business needs into clear, actionable user stories, acceptance criteria, and functional specifications within an Agile/Scrum delivery framework.
Conduct gap analyses between existing legacy processes and standard ServiceNow capabilities, identifying opportunities to improve workflows and maximize platform functionality.
Manage and maintain the product backlog, reviewing user stories for completeness, accuracy, clarity, and alignment with the Definition of Ready before they enter sprint planning.
Collaborate with Agile coaches and delivery teams to develop, document, and implement standardized Agile processes, procedures, and operating practices across ServiceNow projects.
Mentor junior business analysts and developers by providing guidance on business requirements, federal operating environments, and ServiceNow implementation best practices.
Conduct peer reviews of functional designs, requirements documentation, and test scripts to maintain consistent quality standards across delivery teams.
Develop process maps, workflows, and data models that illustrate end-to-end service delivery and support effective solution design.
Advise government stakeholders on ServiceNow best practices, recommending out-of-the-box capabilities wherever appropriate to avoid unnecessary customizations and long-term technical debt.
Work closely with system architects and technical teams to validate functional requirements, confirm solution feasibility, and ensure alignment between business needs and technical designs.
Ensure solution designs and project deliverables comply with applicable federal IT requirements, including Section 508 accessibility standards and FISMA/NIST security controls.
Develop and execute User Acceptance Testing (UAT) plans, write test scripts, coordinate testing sessions with government personnel, and help validate that solutions meet documented requirements.
Prepare and maintain high-quality project documentation, including standard operating procedures, user guides, training materials, and process documentation suitable for federal environments.
Support stakeholder engagement, knowledge transfer, and user adoption initiatives to facilitate consistent implementation and long-term operational effectiveness.

Requirements

~2 min read

At least 5 years of experience as a Business Analyst, including a minimum of 3 years working directly with the ServiceNow platform.
Demonstrated experience supporting federal government clients through contracting engagements, particularly within the Department of Defense (DoD), Department of Homeland Security (DHS), or civilian federal agencies.
Strong knowledge of ServiceNow IT Service Management (ITSM) and experience with at least one additional major workflow or application area, such as IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), Strategic Portfolio Management (SPM), IT Asset Management (ITAM), or custom applications.
Hands-on experience managing product backlogs and user stories using Jira, ServiceNow Agile, Azure DevOps, or comparable tools.
Proficiency in process mapping and workflow visualization using Microsoft Visio, Lucidchart, or similar applications.
Proven ability to deliver within Agile/Scrum environments, including requirements elicitation, backlog refinement, sprint planning support, and acceptance criteria development.
Strong analytical and problem-solving skills, with the ability to translate complex business requirements into practical, scalable functional solutions.
Excellent written and verbal communication skills, including the ability to facilitate workshops, collaborate with technical and nontechnical stakeholders, and produce clear, structured documentation.
Demonstrated leadership, mentoring, and peer-review capabilities, with a commitment to quality, collaboration, and continuous improvement.
Security requirements: An active Interim Secret security clearance at minimum, with the ability to obtain and maintain a final Secret clearance. U.S. citizenship is mandatory due to the nature of the government contract.
Preferred qualifications: A bachelor's degree in Computer Science, Information Systems, Business Administration, or a related discipline from an accredited university.
Preferred certifications: ServiceNow Certified System Administrator (CSA), ITIL v4 Foundation or higher, Project Management Professional (PMP), Certified ScrumMaster (CSM), SAFe Product Owner/Product Manager (PO/PM), or other relevant Agile certifications.
Additional ServiceNow credentials, including Certified Application Developer (CAD) or Certified Implementation Specialist certifications, are advantageous.
Experience developing standard operating procedures and process documentation adopted across multiple delivery teams is desirable.
Familiarity with Section 508 accessibility remediation and FISMA/NIST security control documentation is an advantage.
Ability to work remotely from within the United States and remain available during East Coast business hours for stakeholder meetings and client workshops. Occasional travel for major planning events may be required.