ServiceNow Business Analyst

Job Title: Service Now Business Analyst

Location:
Columbus, OH (Onsite 5 days/week)

Employment Type:
Full-Time / Contract-to-Hire

Duration: 6 Months plus

Role Overview: We are looking for a Service Now Business Analyst to join our delivery team in Columbus. In this role, you will be responsible for bridging the gap between complex public sector business needs and technical Service Now solutions. You will work closely with stakeholders to elicit requirements, document process flows, and ensure that the platform delivers measurable value to the organization.

The ideal candidate has a deep understanding of Service Now capabilities and can translate "government-speak" into clear, actionable user stories for our development team, all while operating within a FedRAMP-compliant framework.

Key Responsibilities:

• Requirement Elicitation: Lead discovery workshops and interviews with stakeholders to identify business pain points and define functional requirements for various Service Now modules (ITSM, ITOM, HRSD, etc.).
• Process Mapping: Design and document "As-Is" and "To-Be" business processes using industry-standard modeling techniques, ensuring alignment with Service Now best practices and CSDM standards.
• Story Authoring: Create high-quality User Stories with clear Acceptance Criteria in an Agile/Scrum environment. Manage and prioritize the product backlog in collaboration with the Engagement Lead.
• Stakeholder Management: Manage expectations of diverse stakeholder groups, providing regular updates on project progress and demonstrating platform functionality through "show-and-tell" sessions.
• UAT Coordination: Lead User Acceptance Testing (UAT) efforts, including the creation of test scripts, coordination of testing windows with client participants, and management of defect reporting.
• Operational Readiness: Support Organizational Change Management (OCM) by creating training materials, user guides, and communication plans to ensure high platform adoption rates.
• Compliance Alignment: Ensure all documented requirements and process designs respect the security constraints of a FedRAMP environment.

Required Qualifications:

• Experience: 5+ years as a Business Analyst, with at least 3 years specifically focused on the Service Now platform.
• Methodology: Strong experience working in Agile/Scrum environments and using tools like Azure Dev Ops, Jira, or Service Now Agile Development.
• Public Sector Context: Experience working with state, local, or federal government entities is highly preferred.
• Communication: Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical business owners.
• Citizenship: Must be a US Citizen or Green Card holder.
• Onsite Commitment: Must be able to work onsite 5 days a week in Columbus, OH.

Certifications (Preferred):

• Service Now Certified System Administrator (CSA)
• ITIL v4 Foundations
• PMI-PBA (Professional in Business Analysis) or CBAP (Certified Business Analysis Professional)