ServiceNow Business Analyst

Key Responsibilities:
• Elicit, analyze, and document business and functional requirements for ServiceNow modules including IT Service Management (ITSM), IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), Customer Service Management (CSM), and Security Operations (SecOps).
• Collaborate with business and technical stakeholders to assess current-state processes and define future-state workflows.
• Translate business requirements into well-defined user stories, acceptance criteria, and functional specifications.
• Partner with ServiceNow developers and architects throughout solution design, configuration, and testing activities.
• Facilitate requirements workshops, backlog grooming, and sprint planning sessions.
• Support User Acceptance Testing (UAT) planning, execution, defect triage, and resolution.
• Ensure delivered solutions align with ServiceNow best practices, platform standards, and governance guidelines.
• Maintain project documentation including process flows, requirement traceability matrices, and configuration records.
• Support reporting and dashboard development using ServiceNow Performance Analytics..

Key Qualifications:
• Bachelor’s degree in Business, Information Systems, or a related field (or equivalent experience).
• 5+ years of experience as a Business Analyst including 3+ years of experience in ServiceNow.
• Strong understanding of ServiceNow platform capabilities and data model.
• Must be experienced in DME and O&M environments preferably in Federal Govt projects
• Must be able to manually test systems, applications, functional and nonfunctional requirements.
• Must have skills are requirements gathering & analysis, process mapping and improvement, user story creation, stakeholder communication, UAT coordination, Agile delivery.
• Experience working with Agile/Scrum methodologies.
• Ability to translate business needs into technical requirements.
• Excellent communication, documentation, and stakeholder management skills.
• Must be eligible to obtain public trust clearance.

Preferred Qualifications
• Experience with federal, healthcare, or regulated environments.
• Knowledge of integrations, CMDB, and workflow automation.
• Experience with ServiceNow reporting, dashboards, and Performance Analytics.
• Any ServiceNow certification is desirable