ServiceNow Business Analyst

Light Feather is seeking a Service Now Business Analyst who will be responsible for translating business needs into scalable, automated Service Now solutions that improve service delivery, visibility, and operational efficiency. This role requires deep experience in business analysis, ITSM/ITOM processes, and hands-on familiarity with the Service Now platform, including configuration, reporting, and workflow optimization.

This role offers the opportunity to support high-impact federal IT modernization efforts—connecting people, process, and technology to streamline mission-critical services in a secure, enterprise environment.

Location: Remote (U.S.)

Job Type: Full Time

Citizenship: U.S. Citizenship

Clearance Requirement: Active Secret Clearance

• Collaborate with business and technical stakeholders to capture, analyze, and document business requirements, user needs, and use cases for Service Now solutions.
• Analyze existing workflows and processes, identify bottlenecks or gaps, and recommend improvements and automation opportunities within ITSM, ITOM, and CMDB modules.
• Translate business requirements into functional specifications and support configuration and customization of Service Now applications, forms, workflows, dashboards, and reports.
• Develop and execute test plans and test cases; validate configurations and enhancements to ensure Service Now solutions perform as intended and meet acceptance criteria.
• Serve as a primary liaison between business users and technical teams—facilitating working sessions, demos, and reviews; gathering feedback; and ensuring alignment and stakeholder satisfaction.
• Create and maintain clear, comprehensive documentation including process maps, user stories, functional requirements, and technical handoff materials to support ongoing operations and continuous improvement.

• Active Secret Clearance
• 5+ years of experience as a Business Analyst, including at least 2+ years working directly with Service Now.
• Strong understanding of Service Now ITSM, ITOM, and CMDB modules and platform capabilities.
• Experience working within Agile environments and familiarity with Agile tools such as JIRA or Azure Dev Ops.
• Demonstrated proficiency in requirements gathering, process mapping, and creation of high-quality business and technical documentation.
• Familiarity with Service Now scripting and configuration concepts (e.g., JavaScript, Glide API) and experience with dashboard and report creation.
• Strong analytical, problem-solving, and critical-thinking skills with the ability to translate complex business needs into practical technical solutions.
• Excellent written and verbal communication skills, with the ability to build trust and collaborate effectively across technical and business teams.

• Service Now Certified System Administrator (CSA) or equivalent Service Now certification.
• Experience with Service Now integrations using REST/SOAP APIs.
• Familiarity with Microsoft Power Platform tools (Power BI, Power Apps, Power Automate).
• Background supporting federal government environments.
• Knowledge of ITIL best practices and IT service management processes.

At Light Feather, you’re not just taking a job, you’re joining a mission-focused team delivering innovative, secure solutions that directly support federal agencies and the people they serve. You’ll work on meaningful Service Now modernization initiatives that challenge you to think critically, automate intelligently, and continuously improve how government IT services are delivered.