Senior Business Analyst – ServiceNow, SAM

Role Overview

• Proactively engage with business stakeholders, end-users, and technical teams to elicit, clarify, and thoroughly document complex business requirements
• Conduct in-depth analysis of current state processes, identifying pain points and opportunities for improvement
• Perform gap analysis between current and desired future states, proposing practical and innovative solutions
• Serve as an expert for customer hardware and software business requirements
• Translate high-level business requirements into well-defined, actionable Epics, Features, and User Stories
• Collaborate closely with Product Owners, Scrum Masters, and Development Teams to refine and prioritize the product backlog
• Facilitate Agile ceremonies such as sprint planning, backlog grooming, and sprint reviews
• Champion Agile best practices within the IT organization and broader business units
• Develop a deep understanding of the lifecycle of government hardware assets and software licenses
• Analyze requirements related to system integrations, performance, security, and scalability for both hardware and software applications
• Work with architects and engineers to ensure proposed solutions are technically feasible and align with enterprise architecture standards
• Leverage experience with the ServiceNow platform to analyze, design, and document solutions
• Identify opportunities to enhance ServiceNow workflows, forms, reports, and integrations
• Act as a subject matter expert for ServiceNow capabilities
• Build strong, collaborative relationships with stakeholders at all levels
• Communicate complex technical concepts clearly and concisely to non-technical audiences
• Facilitate workshops, presentations, and training sessions as needed
• Support User Acceptance Testing (UAT) by developing test cases, coordinating testing efforts, and validating solutions against business requirements

Requirements

• 15+ Years of relevant experience (Bachelor’s Degree in applicable field may be substituted for 5 years of experience)
• 5+ years of progressive experience as a Business Analyst, with at least 3 years focused on IT systems (hardware and software)
• 3+ years of hands-on experience working in an Agile development environment (Scrum, Kanban, SAFe)
• Demonstrable experience with ServiceNow, including knowledge of ITSM, ITAM, and CMDB modules
• Exceptional analytical, problem-solving, and critical thinking skills
• Superior communication (written and verbal), presentation, and interpersonal skills
• Proficiency in requirement elicitation techniques (e.g., interviews, workshops, surveys, prototyping)
• Experience with process modeling tools (e.g., Visio)
• Experience with ServiceNow Software Asset Management Professional (SAM Pro)
• Strong understanding of the Software Development Life Cycle (SDLC) and IT infrastructure principles
• Ability to obtain/maintain Secret clearance

Tech Stack

• ITSM
• SDLC
• ServiceNow

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits