ServiceNow Business Systems Analyst

Accountabilities: Requirements gathering and analysis: Collaborate with federal client stakeholders across HR, IT, and business functions to gather, document, validate, and prioritize requirements for HR Service Delivery (HRSD), Customer Service Management (CSM), IT Service Management (ITSM), Strategic Portfolio Management (SPM), and relevant business applications. User stories and functional documentation: Translate business needs into epics, features, and user stories with clear, testable acceptance criteria, coordinating reviews with product owners and other stakeholders. Business process modeling: Document current-state and future-state processes, identify opportunities for improvement, and recommend standard ServiceNow functionality wherever possible to minimize unnecessary customization. Specifications and testing: Develop functional specifications, process flows, and test scenarios, and plan and support user acceptance testing to validate that delivered solutions meet business requirements. Agile delivery and backlog management: Maintain and refine the product backlog, facilitate story refinement and sprint planning, and participate in sprint reviews and other Agile ceremonies. Human-centered design: Conduct customer research, support usability testing, and establish feedback loops to improve platform usability and the overall user experience. Training and change management: Prepare training materials, user guides, release communications, and related Knowledge articles to support user adoption and successful implementation of new features. Reporting and service performance: Track reporting and dashboard requests, monitor Customer Response Center service levels, and assess customer experience measures to identify improvement opportunities. Issue investigation and resolution: Use the ServiceNow Support Portal to research known issues, manage support cases, and coordinate their resolution. Additional responsibilities: Perform other duties as assigned in support of project delivery and client objectives. Requirements Professional experience: At least 5 years of experience as a Business Systems Analyst, or at least 3 years of ServiceNow platform administration experience. ServiceNow module expertise: Experience with at least three of the following modules: Customer Service Management (CSM), IT Service Management (ITSM), HR Service Delivery (HRSD), Strategic Portfolio Management (SPM), and Configuration Management Database (CMDB). Platform knowledge: Strong functional understanding of ServiceNow capabilities, including business rules, client scripts, UI policies, email notifications and inbound/outbound email, data loads, Service Catalog items, workflows, Flow Designer, dashboards, and user, role, and group administration. Support and troubleshooting: Experience using the ServiceNow Support Portal to investigate known issues and manage support cases through resolution. Business analysis skills: Proven ability to develop business requirements, user stories, process flows, functional specifications, and test scenarios. Agile and delivery methodologies: Strong knowledge of Agile/Scrum practices and the Software Development Life Cycle (SDLC). Education: Bachelor’s degree in Information Technology, Business, or a related field. Citizenship and clearance eligibility: Must be a U.S. citizen and able to obtain and maintain a Department of Justice (DOJ) Public Trust designation, including the required moderate-risk background investigation. Background screening: Must successfully pass the required company background check. Preferred qualifications Experience delivering ServiceNow solutions for federal government clients, ideally within the Department of Justice. Current or recent DOJ Public Trust status. Hands-on experience with HR Service Delivery and Employee Center. Experience designing self-service portals using Customer Service Management. Familiarity with business process modeling using Microsoft Visio. Experience helping product owners plan, prioritize, and deliver product roadmaps. Relevant ServiceNow certifications, such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) credentials in HRSD, CSM, ITSM, or SPM. A master’s degree in Information Technology, Business, or a related field. Benefits Work arrangement: Remote position. Project environment: Opportunity to support a federal client and contribute to enterprise-level digital service improvements. Collaborative team: Work within a nine-person Agile team alongside business, IT, HR, and product stakeholders. Professional development: Opportunity to deepen ServiceNow expertise across multiple modules and participate in requirements analysis, platform improvement, testing, and product delivery. Compensation and benefits: Salary, healthcare coverage, retirement plans, paid leave, and other specific benefits are not detailed in the provided job description.