ServiceNow Business Analyst

Capgemini Government Solutions (CGS) LLC is seeking a motivated Service Now Business Analyst to support our federal clients as part of our growing Service Now capability team. This role is ideal for a mid-level BA with strong analytical skills, platform understanding, and a desire to help translate mission needs into meaningful technical solutions. You will partner closely with both business stakeholders and technical teams to design, validate, and deliver high-quality Service Now capabilities across ITSM, ITOM, CMDB, and related modules.

Job Responsibilities

As a Service Now Business Analyst, you will:

• Requirements & Process Analysis
• Collaborate with stakeholders to gather, clarify, and document business requirements.
• Translate requirements into user stories with clear acceptance criteria.
• Analyze current-state workflows to identify gaps, bottlenecks, and opportunities for improvement.
• Map business processes and recommend Service Now-enabled automation or optimization.
• Service Now Solution Support
• Work with developers to support configuration and customization across ITSM, ITOM, CMDB, and related modules.
• Support dashboard, report, and workflow design to meet business objectives.
• Assist in validating platform capabilities and recommending solutions aligned with platform best practices.
• Testing & Quality Assurance
• Develop test plans and test cases; perform functional and UAT testing.
• Validate configurations, data flows, forms, and integrations.
• Ensure delivered features meet requirements, quality standards, and stakeholder expectations.
• Stakeholder Engagement & Communication
• Serve as the liaison between the business and technical teams—facilitating requirements sessions, demos, and retrospectives.
• Capture feedback, refine requirements, and ensure alignment throughout the development lifecycle.
• Maintain momentum across Agile ceremonies by supporting Sprint Planning, Backlog Refinement, and stand-ups.
• Documentation & Delivery
• Produce clear, comprehensive user stories, process maps, SOPs, and technical documentation.
• Maintain documentation to support governance, future enhancements, and knowledge transfer.

• Required Qualifications
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field.
• 5+ years of Business Analyst experience, including 2+ years directly supporting Service Now.
• Strong understanding of ITSM, ITOM, and CMDB modules and general Service Now platform capabilities.
• Experience with Agile/Scrum methodologies and tools such as JIRA or Azure Dev Ops.
• Proficiency in requirements gathering, process mapping, documentation, and analysis.
• Ability to communicate effectively across business and technical teams.
• Active Secret Clearance (required).
• US Citizenship required.

• Preferred Qualifications
• Service Now Certified System Administrator (CSA) or equivalent certification.
• Experience with Service Now integrations using REST/SOAP APIs.
• Familiarity with JavaScript/Glide scripting, or understanding of script-based logic.
• Experience building dashboards or performance analytics within Service Now.
• Background supporting federal government environments.
• Knowledge of ITIL principles and ITSM best practices.
• Familiarity with Power Platform (Power BI, Power Apps, Power Automate).

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs.

It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

All qualified applicants will be considered for employment based on their skills, and merit.