Senior ServiceNow; SNOW) Functional Analyst

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people.

Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

Accenture Federal Services is seeking a dedicated Service Now (SNOW) Functional Analyst to serve as a critical bridge between our business stakeholders and our Service Now technical team. In a dynamic enterprise environment, your role will be to ensure our Service Now platform effectively meets business needs, drives process efficiencies, and maximizes user adoption. Your mission is to translate high-level business requirements and process improvements into actionable Service Now solutions, while championing best practices and optimal utilization of the platform.

You will be the “Voice of the Customer” for our business users and the “Champion of Best Practices” for our Service Now development and administration teams.

• Work directly with business stakeholders and end-users to understand their pain points, process inefficiencies, and unique departmental needs within the Service Now platform.
• Identify where the current Service Now implementation can be enhanced or optimized and collaborate with Service Now developers and administrators to prioritize feature development and enhancements.
• Develop and execute strategies to optimize the utilization of various Service Now modules (e.g., ITSM, ITBM, CSM, HRSD, GRC, CMDB) and ensure successful user adoption.
• Support functional workflows across different Service Now modules, ensuring a consistent and intuitive user experience.
• Create comprehensive documentation, self-service guides, user manuals, and training materials that enable users to effectively leverage Service Now solutions.
• Establish formal mechanisms (e.g., surveys, working groups, office hours, feedback sessions) to ensure the Service Now roadmap stays aligned with the evolving needs of the business.
• Participate in testing and validation of new Service Now features, enhancements, and upgrades to ensure they meet functional requirements and user expectations.

• Bachelor’s or Master’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• 4+ years of experience in a Functional Analyst, Product Owner, Business Analyst, or Systems Analyst role, specifically within Service Now implementations or administration environments.
• A strong functional understanding of Service Now (SNOW) platform capabilities and modules.
• Demonstrated understanding of the Service Now platform architecture and best practices.
• Proven track record of leading business process analysis, requirements gathering, and solution design within the Service Now ecosystem.
• Proven experience acting as a liaison between business stakeholders and technical development/administration teams.
• Deep experience writing high-quality User Stories, Acceptance Criteria, and managing complex backlogs in Jira or similar Agile project management tools.

• Prior experience as a Service Now developer, administrator, or a strong technical understanding of the platform’s…