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IT/Tech
IT Business Analyst, Business Systems & Technology Analysis, Systems Analyst, IT Specialist
Job Description & How to Apply Below
Location: Remote (Supporting Quantico, VA)
Company: G2IT
Clearance Required: Active Secret
Schedule: Full-Time | Remote | Up to 10% Travel
G2IT is seeking an experienced Service Now Business Analyst to support the development, enhancement, and optimization of an enterprise Service Now IT Service Management (ITSM) platform for a Department of War agency. The Service Now Business Analyst will serve as the primary liaison between government stakeholders, business users, and Service Now development teams. This individual will be responsible for gathering and documenting Service Now requirements, analyzing existing ITSM processes, identifying opportunities for workflow automation, and translating business needs into functional specifications for Service Now solutions.
The ideal candidate will have experience working with Service Now ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, Service Catalog, and Configuration Management Database (CMDB). This position requires strong business analysis skills, an understanding of Service Now platform capabilities, and experience supporting Service Now enhancements and implementations in an Agile environment.
- Gather, analyze, and document business and functional requirements specifically for Service Now applications, ITSM modules, workflows, and platform enhancements.
- Work directly with government stakeholders and Service Now developers to translate business requirements into actionable Service Now user stories, functional specifications, and acceptance criteria.
- Analyze and document existing Service Now ITSM processes, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management.
- Identify opportunities to improve Service Now workflows, automate manual processes, and enhance overall IT service delivery.
- Support requirements gathering and process improvements for Service Now Service Catalog, Service Portal, CMDB, and automated request fulfillment workflows.
- Conduct Service Now requirements workshops, stakeholder interviews, and process review sessions to identify system enhancements and new functionality.
- Develop business process maps, workflow diagrams, gap analyses, and functional requirements documentation for Service Now development initiatives.
- Collaborate with Service Now developers to ensure proposed solutions align with platform capabilities, business requirements, and ITSM best practices.
- Support Service Now backlog management by creating and refining user stories, defining acceptance criteria, and participating in Agile sprint planning and demonstrations.
- Assist with Service Now integration requirements involving Active Directory, external applications, reporting tools, and other enterprise systems.
- Develop and execute User Acceptance Testing (UAT) scenarios for Service Now enhancements, workflows, Service Catalog items, and new platform functionality.
- Validate completed Service Now development work against documented business requirements and coordinate stakeholder acceptance.
- Support the IT Capability Request (ITCR) process by evaluating new Service Now functionality requests, documenting requirements, and preparing recommendations for government review.
- Maintain Service Now requirements documentation, traceability matrices, process workflows, and project status reports.
- Collaborate with technical teams to support Service Now releases, system enhancements, and change management activities.
- Prepare presentations, reports, and briefing materials to communicate Service Now development progress, business requirements, and recommended improvements.
- Bachelor's degree and a minimum of 3 years of…
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