ServiceNow Business Analyst

Req : 39494

Summary

Service Now Business Analyst

Washington, DC

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employers core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.

We, Chenega Agile Real-Time Solutions (CARS), are seeking a highly skilled Service Now Business Analyst to support the Federal Communications Commission (FCC) in modernizing and optimizing IT service delivery. The analyst will serve as the primary liaison between business stakeholders and the Service Now development team, ensuring that platform capabilities align with mission needs and deliver measurable value. This role requires expertise in IT Service Management, the ITIL v3/4 framework, and the ability to translate complex business processes into clear, automated Service Now workflows.

Responsibilities

• Process Architecture & Consulting:
  Lead collaborative workshops with FCC stakeholders to capture business needs and translate them into Service Now-aligned solutions. Redesign legacy manual processes into streamlined, ITIL-aligned digital workflows.
• Requirements Management:
  Own and manage the full requirements lifecycle using Agile/Scrum methodology. Develop detailed Functional Requirements Documents (FRDs), user stories, acceptance criteria, process maps, and workflow diagrams. Perform asis and tobe analysis to identify opportunities for standardization and automation.
• Backlog, Roadmap, & Platform Alignment:
  Collaborate with Product Owners and developers to prioritize the Service Now backlog based on business value, technical dependencies, and platform roadmap alignment. Support release planning and sprint refinement activities.
• Testing, Validation & Deployment Support:
  Lead User Acceptance Testing (UAT), including script development, tester coordination, and validation of the Definition of Done. Ensure configurations are fully documented for continuity of operations.
• Collaboration and Stakeholder Engagement:
  Partner with program managers, product owners, and technical teams to ensure Service Now capabilities support business and mission outcomes. Prepare and deliver presentations, demos, and end-user training as needed. Document configurations and maintain detailed operating procedures for continuity of operations.
• Other duties as assigned.

Qualifications

• Bachelors degree and 2+ years of relevant experience; or
• Associate and 4+ years of relevant experience; or
• High School and 5+ years of relevant experience
• 5+ years of Business Analysis experience, with at least 3+ years specifically focused on the Service Now platform.
• Background check with the ability to obtain Public Trust Clearance

Preferred Qualifications:

• Preferred Service Now Certified System Administrator (CSA)
• Preferred Service Now Certified Implementation Specialist (CIS) in ITSM or CSM
• Preferred ITIL v3/4 Foundation
• Ability to conduct stakeholder interviews, workshops, and process discovery sessions.
• Skill in eliciting, documenting, and validating business requirements.

Knowledge, Skills, and Abilities:

• Ability to work on-site full-time
• Ability to work independently and yet be effective within a team setting
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications
• Proficient with Microsoft Office Applications, and experience working in a home office setting, as well as the ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

How youll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe theres always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to…