ServiceNow Business Analyst

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

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)