Key skills
ServiceNowServiceNow Certified System AdministratorITSMITOMCMDBFederal contractingAgile methodologiesJIRAAzure DevOpsProcess mappingRequirements documentationServiceNow scriptingJavaScriptGlide APIDashboard creationSQLData analysisStakeholder ManagementAzureJiraAgileScrumCommunication
About this role
MetroStar Systems is a company focused on delivering exceptional technology services through a passionate team. As a Sr. Business Analyst I, you will lead requirements gathering and process design for federal agency clients, acting as a bridge between business stakeholders and technical teams to ensure scalable ServiceNow solutions.
Responsibilities:
- 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
Requirements:
- 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