Description

You will bridge the gap between complex public sector business needs and technical ServiceNow solutions. This role is on-site.

Responsibilities

• Lead discovery workshops and interviews to identify business pain points and define functional requirements for ITSM, ITOM, and HRSD modules.
• Design and document As-Is and To-Be business processes using industry-standard modeling techniques and CSDM standards.
• Create high-quality User Stories with clear Acceptance Criteria and manage the product backlog in collaboration with the Engagement Lead.
• Coordinate User Acceptance Testing, including test script creation, testing window coordination, and defect reporting management.
• Support Organizational Change Management by creating training materials, user guides, and ensuring compliance with FedRAMP security constraints.

Required Skills

• 5+ years as a Business Analyst, with at least 3 years specifically focused on the ServiceNow platform.
• Strong experience working in Agile/Scrum environments using Azure DevOps, Jira, or ServiceNow Agile Development.
• ServiceNow Certified System Administrator (CSA) certification.
• ITIL v4 Foundations certification.
• PMI-PBA or CBAP certification (Professional in Business Analysis or Certified Business Analysis Professional).
• Ability to translate government requirements into actionable user stories for development teams.
• Exceptional verbal and written communication skills to explain technical concepts to non-technical business owners.

Preferred Skills

• Experience working with state, local, or federal government entities.
• Deep understanding of ServiceNow capabilities and best practices.

Key Skills

Education

Bachelor's degree