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ServiceNow Business Analyst
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About this role
Role overview Serve as the primary bridge between business stakeholders and technical teams for a federal-customer ServiceNow program focused on IT service management, operations, and adjacent platform capabilities. The ServiceNow Business Analyst will translate complex business needs into clear, actionable specifications and guide solutions from requirements through testing and adoption.
Responsibilities - Lead requirements-gathering sessions, workshops, and stakeholder interviews to elicit, define, and document business processes and requirements. - Analyze current-state processes and design future-state workflows that leverage ServiceNow capabilities and best practices. - Produce detailed functional requirements, user stories, process flows, and acceptance criteria for development and configuration work. - Conduct gap analyses between business requirements and out-of-the-box ServiceNow functionality, recommending scalable solutions. - Partner with ServiceNow administrators, developers, and solution architects to align solutions with business needs. - Support implementations and enhancements across modules such as ITSM, ITOM, CSM, HRSD, and related capabilities, and drive testing, training, and adoption activities.
Requirements - 5+ years of experience as a Business Analyst, Functional Analyst, or similar role supporting ServiceNow implementations, enhancements, or platform operations. - Strong working knowledge of ServiceNow modules including ITSM, ITOM, CSM, HRSD, Asset Management, CMDB, Knowledge Management, and Service Catalog. - Proven skills in business process analysis, requirements engineering, and producing functional specifications, paired with strong communication and stakeholder management abilities. - Active IT-II Non-Critical Sensitive security clearance or a Tier 3 (T3) investigation at the time of proposal submission.
Benefits and work setup - Base salary range of $85,000 to $105,000 USD, determined by experience, skills, education, certifications, internal equity, and role requirements.