Senior ServiceNow Business Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Service Now Business Analyst based in the United States.

The Senior Service Now Business Analyst will lead business analysis, requirements management, and process design for federal technology initiatives, helping translate complex mission needs into effective Service Now solutions. This fully remote role offers the opportunity to collaborate with government stakeholders, technical teams, and Agile delivery professionals on projects that support critical public-sector operations. You will oversee product backlog quality, ensure user stories meet established readiness standards, and promote scalable solutions aligned with Service Now best practices.

The position also involves mentoring junior team members, strengthening delivery processes, and ensuring compliance with federal security and accessibility requirements. By bridging business objectives and technical implementation, you will help improve service delivery, minimize unnecessary customization, and reduce long-term technical debt. This is an excellent opportunity for an experienced analyst with federal contracting expertise who wants to make a meaningful impact in a mission-driven, technology-focused environment.

• Lead client workshops and stakeholder discussions to gather, analyze, validate, and document business requirements aligned with federal agency objectives and mission priorities.
• Translate business needs into clear, actionable user stories, acceptance criteria, and functional specifications within an Agile/Scrum delivery framework.
• Conduct gap analyses between existing legacy processes and standard Service Now capabilities, identifying opportunities to improve workflows and maximize platform functionality.
• Manage and maintain the product backlog, reviewing user stories for completeness, accuracy, clarity, and alignment with the Definition of Ready before they enter sprint planning.
• Collaborate with Agile coaches and delivery teams to develop, document, and implement standardized Agile processes, procedures, and operating practices across Service Now projects.
• Mentor junior business analysts and developers by providing guidance on business requirements, federal operating environments, and Service Now implementation best practices.
• Conduct peer reviews of functional designs, requirements documentation, and test scripts to maintain consistent quality standards across delivery teams.
• Develop process maps, workflows, and data models that illustrate end-to-end service delivery and support effective solution design.
• Advise government stakeholders on Service Now best practices, recommending out-of-the-box capabilities wherever appropriate to avoid unnecessary customizations and long-term technical debt.
• Work closely with system architects and technical teams to validate functional requirements, confirm solution feasibility, and ensure alignment between business needs and technical designs.
• Ensure solution designs and project deliverables comply with applicable federal IT requirements, including Section 508 accessibility standards and FISMA/NIST security controls.
• Develop and execute User Acceptance Testing (UAT) plans, write test scripts, coordinate testing sessions with government personnel, and help validate that solutions meet documented requirements.
• Prepare and maintain high-quality project documentation, including standard operating procedures, user guides, training materials, and process documentation suitable for federal environments.
• Support stakeholder engagement, knowledge transfer, and user adoption initiatives to facilitate consistent implementation and long-term operational effectiveness.

• At least 5 years of experience as a Business Analyst, including a minimum of 3 years working directly with the Service Now platform.
• Demonstrated experience supporting federal government clients through contracting engagements, particularly within the Department of Defense (DoD), Department of Homeland Security (DHS), or civilian federal agencies.
• Strong knowledge of Service Now IT Service Management (ITSM) and experience with at least one additional major workflow or application area, such as IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), Strategic Portfolio Management (SPM), IT Asset Management (ITAM), or custom applications.
• Hands-on experience managing product backlogs and user stories…