Bridge business and technology: Collaborate with stakeholders to capture, document, and translate business requirements into actionable ServiceNow solutions.
Drive process improvement: Analyze workflows, identify bottlenecks, and recommend automation or optimization opportunities within ITSM, ITOM, and CMDB modules.
Support solution development: Assist in configuration and customization efforts, dashboards, and reporting to deliver measurable business outcomes.
Validate and enhance quality: Develop and execute test plans, verify configurations, and ensure ServiceNow solutions perform as intended.
Communicate and align: Serve as the primary liaison between technical teams and business users—facilitating demos, gathering feedback, and ensuring stakeholder satisfaction.
Document and deliver: Maintain clear, comprehensive process maps, user stories, and technical documentation to support continuous improvement.

Active Secret Clearance Required.
Bachelor’s degree in Computer Science, Information Systems, or a related field.
ServiceNow Certified System Administrator or equivalent certifications.
Minimum of 5 years of professional experience as a Business Analyst, with at least 3 years working with ServiceNow.
Strong understanding of ServiceNow platform capabilities, including ITSM, ITOM, and CMDB.
Proven experience working in the federal contracting space (DoD, DHS, or Civilian agencies).
Experience working in an Agile/Scrum environment.
Experience with agile methodologies and tools (e.g., JIRA, Azure DevOps).
Proficiency in process mapping and requirements documentation.
Knowledge of ServiceNow scripting (e.g., JavaScript, Glide API) and dashboard/report creation.
Familiarity with SQL and data analysis techniques.
Exceptional communication, presentation, and stakeholder management skills.

Senior Business Analyst

Key skills