Sr. ServiceNow Business Analyst - HRSD

Job Family: SAAS/PAAS/Cloud Consulting

Travel Required:

Up to 10%

Clearance Required:

Ability to Obtain Public Trust

• Lead end-to-end Service Now initiatives by partnering with clients, executives, and end users to elicit, analyze, and validate complex business requirements, and translate them into scalable Service Now solutions.
• Drive requirements strategy and solution design, ensuring alignment between business objectives and Service Now platform capabilities across modules such as ITSM, HRSD, and App Engine.
• Facilitate workshops and stakeholder engagements to assess current-state processes, identify pain points, and define optimized future-state workflows and operating models.
• Serve as the functional lead and trusted advisor to both business and technical teams, guiding solution architecture decisions and ensuring best practices are applied.
• Collaborate closely with development teams to design, configure, and implement Service Now applications, ensuring requirements are clearly understood and successfully delivered.
• Translate complex functional needs into technical specifications, user stories, and acceptance criteria, ensuring clarity and traceability throughout the delivery lifecycle.
• Oversee and support testing activities, including UAT planning, execution, defect management, and validation of business outcomes.
• Develop and deliver training and change management materials, ensuring successful user adoption and knowledge transfer.
• Create and maintain high-quality deliverables, including process maps, solution design documents, roadmaps, and executive-level communications.
• Provide continuous improvement recommendations by conducting system assessments and leveraging deep knowledge of Service Now capabilities and emerging platform innovations.
• Actively stay current with Service Now releases, features, and industry trends, bringing forward innovative ideas to enhance client solutions.
• Mentor junior analysts and contribute to practice development, including methodology refinement and knowledge sharing.

• Active or eligible for a “PUBLIC TRUST” security clearance (must obtain approved adjudication prior to onboarding).
• Minimum of FIVE (5) years of experience as a Business Analyst, with at least THREE (3) years specializing in Service Now or comparable enterprise platforms.
• Service Now Certified System Administrator (CSA) certification.
• Bachelor’s degree in Computer Science, Information Technology, Business, or a related discipline.
• Demonstrated expertise in requirements gathering and analysis, including leading workshops, stakeholder interviews, and translating business needs into actionable deliverables.
• Strong knowledge of Service Now platform capabilities, including ITSM, SPM, GRC, App Engine, and Scoped Applications.
• Experience with full Software Development Lifecycle (SDLC) methodologies, including Agile frameworks (Scrum, SAFe), and associated artifacts and governance.
• Proven ability to lead client engagements, facilitate decision-making, and bridge communication between business stakeholders and technical teams.
• Experience defining solution designs and supporting configuration and implementation efforts on the Service Now platform.
• Strong communication skills, with experience presenting to senior leadership and delivering training to diverse user groups.
• Strong analytical and problem-solving skills, with the ability to navigate complex organizational challenges.
• Excellent interpersonal and stakeholder management skills, with the ability to influence and build rapport across all levels of an organization.
• High attention to detail and commitment to delivering high-quality outcomes.

• Advanced Service Now certifications such as Certified Implementation Specialist (CIS), or Certified Application Developer (CAD).
• Agile certifications (Scrum Master, SAFe Agilist, etc.).
• Hands-on Service Now configuration experience, including workflows, forms, and integrations.
• Experience with federal HR domains

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to…