Senior ServiceNow Business Analyst

LightFeather is seeking a Senior ServiceNow Business Analyst to lead the requirements gathering and process design for federal agency clients. In this role, you will act as a bridge between business stakeholders and technical teams, ensuring compliance with federal standards and translating complex requirements into scalable ServiceNow solutions.

Responsibilities:

• Lead client workshops and focus groups to elicit, analyze, and document business requirements, ensuring alignment with agency mission goals
• Translate high-level business needs into comprehensive user stories, acceptance criteria (AC), and functional specifications within Agile/Scrum frameworks
• Conduct gap analysis to identify the delta between current legacy processes and ServiceNow 'Out of the Box' (OOTB) functionality
• Collaborate directly with the Agile Coach to design, document, and distribute new Agile processes and standard operating procedures (SOPs) that support all ServiceNow delivery teams
• Ensure these processes drive consistency, efficiency, and alignment across the broader program
• Review all user stories and requirements for accuracy, completeness, and ambiguity. Ensure every story meets the team's 'Definition of Ready' before it is approved for sprint planning
• Provide guidance and mentorship to junior developers and junior analysts. Help them understand business context, federal domain constraints, and ServiceNow best practices to foster their professional growth
• Conduct peer reviews of functional designs and test scripts to maintain high standards of quality control across the delivery team
• Develop detailed process maps, workflows, and data models to visualize end-to-end service delivery
• Advise government stakeholders on ServiceNow best practices, steering them away from excessive customization that creates technical debt
• Collaborate with System Architects to ensure functional designs are technically feasible
• Ensure all solution designs adhere to federal IT standards, including Section 508 compliance (accessibility) and FISMA/NIST security controls
• Develop and execute User Acceptance Testing (UAT) plans, creating test scripts and coordinating testing sessions with government personnel
• Create federal-grade deliverables, including Standard Operating Procedures (SOPs), User Guides, and Training Decks

Requirements:

• U.S. Citizenship
• Ability to obtain and maintain a Secret Level security clearance
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field
• 5+ years of experience as a Business Analyst, with at least 3 years dedicated to the ServiceNow platform
• Proven experience working in the federal contracting space (DoD, DHS, or Civilian agencies)
• Experience working in an Agile/Scrum environment
• Deep knowledge of ServiceNow ITSM and at least one other major workflow (e.g., ITOM, HRSD, SPM, ITAM, Custom Applications)
• Strong experience with Jira, ServiceNow Agile, or Azure DevOps for backlog management
• Proficiency in Visio, LucidChart, or similar tools for process mapping
• ServiceNow Certified System Administrator (CSA) - REQUIRED
• ITIL v4 Foundation (or higher)
• Project Management Professional (PMP) or Agile certifications (CSM, SAFe PO/PM)