ServiceNow Business Analyst – Mid Level

Location:
Remote Eligible Locations: AL, AZ, CO, DC, FL, GA, IL, IN, LA, MD, MI, MS, NV, NJ, NC, NJ, OH, PA, SC, TN, TX, VA

Clearance: Tier 1 Investigation (Background Check & Fingerprint)

New River Systems is seeking a Service Now Business Analyst to serve as the bridge between government stakeholders and the technical delivery team in support of Defense and Intelligence Community customers. The Business Analyst elicits, analyzes, documents, and validates business requirements; translates organizational needs into user stories and functional specifications that Developers can implement on the Service Now platform; configures Service Now reporting and performance analytics to monitor operational health;

and ensures delivered solutions align with the customer’s mission objectives. For contract purposes this position maps to the Process Improvement/Process Re-Engineering Analyst labor category; in practice it requires distinct competencies in requirements engineering, stakeholder facilitation, and Service Now platform knowledge, and works closely with Business Process Consultants, Developers, and Test Engineers to maintain end-to-end traceability from requirement to validated solution.

At Level 2, the Business Analyst independently owns requirements for Service Now implementations, facilitates workshops with government stakeholders, and may lead a task or workstream. Guidance is needed only in new or uncertain situations. Readiness is demonstrated by delivery breadth across multiple functional areas and the ability to perform gap analysis against out-of-the-box capabilities.

• Independently elicits and documents requirements for Service Now implementations
• Facilitates requirements workshops with government stakeholders
• Creates detailed functional specifications and process flow documentation (BPMN)
• Performs gap analysis between current-state processes and Service Now out-of-the-box capabilities
• Manages requirements traceability across multiple Service Now functional areas
• Configures dashboards, reports, and Performance Analytics indicators to answer operational questions

• Next step:
  Service Now Business Analyst Level 3, or lateral transition to Business Process Consultant Level 1–2 (natural progression for those with consulting aptitude)
• Lateral option:
  Test Engineer Level 2 (strong requirements knowledge aids test design)
• May serve as Product Owner (primary home for BA L2+)
• Mentoring: paired with a Level 3 BA or a cross-role mentor (BPC) to build cross-functional skills

• Provides consulting and recommendations to managers, supervisors, and the workforce on the implementation of quality and process improvement initiatives
• Develops and facilitates discovery sessions, workshops, planning meetings, training sessions, and process improvement meetings
• Proposes, tailors, and develops quality/process re-engineering improvement efforts (including applicable documentation) to provide return on investment or operational improvement
• Conducts benchmarking, activity modeling, and surveys
• Gathers, analyzes, and quantifies performance data and measurements
• Able to gather data and work with technical subject matter experts
• Configures Service Now reporting functions (dashboards, reports, and metrics) and any additional reporting functions identified by the SMO to monitor Service Now operational status and performance
• Continuously reviews performance and reports at least monthly on recommendations for additional analytics intended to increase efficiency or effectiveness
• Selects Service Now key performance indicators (KPIs) and displays them in real time or provides them in reports, as directed by the SMO, to indicate system and application health, status, and performance
• Provides…