ServiceNow Business Analyst - HRSD

Job Family

SAAS/PAAS/Cloud Consulting

Up to 10%

Ability to Obtain Public Trust

• Support Service Now initiatives by working with clients, stakeholders, and end users to gather, analyze, and validate business requirements.
• Assist in translating business needs into Service Now solutions, ensuring alignment with platform capabilities across modules such as ITSM, HRSD, and App Engine.
• Participate in stakeholder meetings and working sessions to understand current-state processes, identify pain points, and help define improved future-state workflows.
• Collaborate with developers and technical teams to support the design, configuration, and implementation of Service Now applications.
• Document requirements and translate them into user stories, acceptance criteria, and functional specifications to support development and delivery.
• Contribute to testing activities, including developing test cases, supporting User Acceptance Testing (UAT), and tracking defects and resolutions.
• Assist in creating training materials and supporting end-user training sessions to promote adoption of Service Now solutions.
• Develop and maintain project documentation, including process maps, requirements documents, and user guides.
• Engage regularly with stakeholders and team members to ensure alignment and clear communication throughout the project lifecycle.
• Support continuous improvement efforts by identifying opportunities to enhance existing Service Now implementations.
• Stay current with Service Now platform updates and best practices to strengthen delivery and solution quality.

• Active or eligible for a “PUBLIC TRUST” security clearance (must obtain approved adjudication prior to onboarding).
• Minimum of THREE (3) years of experience as a Business Analyst, with exposure to Service Now or similar enterprise platforms.
• Bachelor’s degree in Computer Science, Information Technology, Business, or a related discipline.
• Experience gathering and documenting requirements, including stakeholder interviews, workshops, and user story development.
• Experience supporting testing activities, including UAT coordination.
• Working knowledge of Service Now capabilities, particularly ITSM, HRSD, or similar modules.
• Familiarity with Software Development Lifecycle (SDLC) concepts and experience working in Agile environments.
• Ability to translate business requirements into clear, structured documentation for technical teams.
• Strong written and verbal communication skills, with the ability to collaborate effectively across business and technical teams.
• Analytical and problem-solving skills, with attention to detail and a focus on quality deliverables.
• Strong organizational and time management skills, with the ability to manage multiple priorities.
• Basic hands-on experience with Service Now configuration (e.g., forms, workflows, or service catalogs).
• Strong interpersonal skills with the ability to build relationships across teams.

• Service Now Certified System Administrator (CSA) or willingness to obtain.
• Basic hands‑on experience with Service Now configuration (e.g., forms, workflows, or service catalogs).
• Agile certifications (e.g., Scrum Master) or practical Agile experience.
• Experience in a federal environment, especially supporting HR‑related processes.
• Familiarity with low‑code/no‑code platforms (e.g., Power Platform, SharePoint).

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Position may be eligible for a discretionary variable incentive bonus
• Parental Leave and Adoption Assistance
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Student Loan Pay Down
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored…