ServiceNow Business Data Analyst

Role overview Connect business stakeholders with a ServiceNow delivery team on a federal IT modernization effort. Translate operational needs into platform requirements and workflows, while using data analysis and reporting to help improve processes, service performance, and decision-making.

Responsibilities - Gather, clarify, document, and validate functional and technical requirements for ServiceNow modules, enhancements, and integrations. - Map business processes to platform workflows and identify opportunities to improve automation and efficiency. - Shape dashboards, KPIs, and performance analytics for operational and executive reporting. - Validate, cleanse, and transform platform data, including information associated with the CMDB. - Prepare user stories, acceptance criteria, and test scripts; coordinate user acceptance testing and change documentation. - Support federal data governance, security, accessibility, process improvement, training, and knowledge transfer.

Requirements - Bachelor’s degree in information systems, business, analytics, or a related field. - At least 10 years of business or systems analysis experience, including 3 or more years supporting ServiceNow implementations. - Understanding of ITIL and IT service management processes and how they relate to ServiceNow modules. - Experience with ServiceNow reporting, Performance Analytics, and CMDB structures. - Proficiency with data analysis, visualization, or query tools such as Excel, Power BI, or SQL. - Strong stakeholder communication, documentation, and analytical skills; ability to explain technical findings to non-technical audiences. - Ability to obtain an employment eligibility determination (EOD).

Nice to have - ServiceNow CSA or CBA certification; experience with ITAM, ITOM, or HRSD modules. - Familiarity with Agile or SAFe, Jira or Azure DevOps, and federal data standards, Section 508, FISMA, or FedRAMP.