ServiceNow Business Analyst (Technical)

LightFeather is looking for a Senior Technical ServiceNow Business Analyst to drive requirements definition and solution design across their federal government accounts. The role involves facilitating client-facing workshops, converting mission-level needs into detailed specifications, and ensuring compliance with federal IT requirements.

Responsibilities:

• Facilitate client-facing workshops and structured discovery sessions to surface, analyze, and document business requirements in alignment with agency objectives
• Convert mission-level needs into detailed user stories, acceptance criteria, and functional specifications within an Agile/Scrum delivery model
• Perform gap assessments comparing existing legacy workflows against ServiceNow out-of-the-box capabilities to inform build vs. configure decisions
• Partner with the Agile Coach to develop, document, and roll out delivery processes and SOPs that drive consistency across all ServiceNow program teams
• Own backlog quality — reviewing each user story for completeness, accuracy, and clarity to ensure every item satisfies the team's Definition of Ready before sprint intake
• Mentor junior analysts and developers on federal domain context, business intent, and ServiceNow platform best practices
• Conduct peer reviews of functional designs and test scripts as part of the team's quality assurance process
• Build end-to-end process maps, workflow diagrams, and data models to document service delivery flows
• Counsel government clients on platform best practices, actively steering designs away from unnecessary customization and long-term technical debt
• Partner with Solution Architects to validate that functional requirements are technically sound and deliverable
• Ensure all designs conform to federal IT requirements including Section 508 accessibility standards and FISMA/NIST security controls
• Own UAT planning and execution — authoring test scripts, coordinating sessions with agency personnel, and tracking outcomes
• Produce federal-standard documentation including SOPs, end-user guides, and training materials

Requirements:

• U.S. Citizenship and eligibility to obtain and maintain a Secret-level security clearance
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or equivalent field
• 5+ years of Business Analyst experience, with a minimum of 3 years focused on the ServiceNow platform
• Demonstrable background supporting federal contracting environments (DoD, DHS, or civilian agencies)
• Hands-on experience delivering within Agile/Scrum teams
• Deep familiarity with ServiceNow ITSM plus at least one additional workflow module (ITOM, HRSD, SPM, ITAM, or custom application development)
• Working proficiency with backlog management tools such as Jira, ServiceNow Agile, or Azure DevOps
• Skilled in process mapping tools (Visio, LucidChart, or equivalent)
• ServiceNow Certified System Administrator (CSA) — REQUIRED
• ITIL v4 Foundation or higher
• PMP
• CSM
• SAFe PO/PM