Senior ServiceNow Business Analyst

LightFeather is looking for a Senior ServiceNow Business Analyst to lead requirements gathering and process design across federal government accounts. The role involves converting complex mission objectives into well-defined, scalable implementations while ensuring compliance with federal standards.

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 platform 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 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 on federal domain context, business intent, and 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 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 applicable 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 is required for this position due to federal contract requirements and the need to obtain and maintain a Secret-level security clearance
• Bachelor's degree in Business Administration, Information Systems, 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
• Working proficiency with backlog management tools such as Jira or Azure DevOps
• Skilled in process mapping tools (Visio, LucidChart, or equivalent)
• ITIL v4 Foundation (or higher)
• Project Management Professional (PMP) or Agile certifications (CSM, SAFe PO/PM)
• Certified ServiceNow Administrator (CSA)