ServiceNow Business Analyst

Light Feather is seeking a Senior Service Now Business Analyst to lead the requirements gathering and process design for our federal agency clients. In this role, you will act as the critical bridge between federal business stakeholders and our technical development teams. You will be responsible for translating complex mission requirements into scalable Service Now solutions, ensuring compliance with federal standards, and maintaining the highest quality of data in our backlog..

This is a Full Time, Remote Position.

• Location: Fully Remote (EST hours)
• Job Type: Full-time
• Salary: $110,000-$130,000 annually, based on experience
• Clearance Requirement: U.S. citizenship is required for this position due to federal contract requirements and the need to obtain and maintain a Secret-level security clearance

• Lead client workshops and focus groups to elicit, analyze, and document business requirements, ensuring alignment with agency mission goals.
• Translate high-level business needs into comprehensive user stories, acceptance criteria (AC), and functional specifications within Agile/Scrum frameworks.
• Conduct gap analysis to identify the delta between current legacy processes and Service Now "Out of the Box" (OOTB) functionality.
• Collaborate directly with the Agile Coach to design, document, and distribute new Agile processes and standard operating procedures (SOPs) that support all Service Now delivery teams. Ensure these processes drive consistency, efficiency, and alignment across the broader program.
• Review all user stories and requirements for accuracy, completeness, and ambiguity. Ensure every story meets the team's "Definition of Ready" before it is approved for sprint planning.
• Provide guidance and mentorship to junior developers and junior analysts. Help them understand business context, federal domain constraints, and Service Now best practices to foster their professional growth.
• Conduct peer reviews of functional designs and test scripts to maintain high standards of quality control across the delivery team.
• Develop detailed process maps, workflows, and data models to visualize end-to-end service delivery.
• Advise government stakeholders on Service Now best practices, steering them away from excessive customization that creates technical debt.
• Collaborate with System Architects to ensure functional designs are technically feasible.
• Ensure all solution designs adhere to federal IT standards, including Section 508 compliance (accessibility) and FISMA/NIST security controls.
• Develop and execute User Acceptance Testing (UAT) plans, creating test scripts and coordinating testing sessions with government personnel.
• Create federal-grade deliverables, including Standard Operating Procedures (SOPs), User Guides, and Training Decks.

• Ability to obtain and maintain a Secret Level security clearance.
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
• 5+ years of experience as a Business Analyst, with at least 3 years dedicated to the Service Now platform.
• Proven experience working in the federal contracting space (DoD, DHS, or Civilian agencies).
• Experience working in an Agile/Scrum environment.
• Deep knowledge of Service Now ITSM and at least one other major workflow (e.g., ITOM, HRSD, SPM, ITAM, Custom Applications).
• Strong experience with Jira, Service Now Agile, or Azure Dev Ops for backlog management.
• Proficiency in Visio, Lucid Chart, or similar tools for process mapping.
• Service Now Certified System Administrator (CSA) - REQUIRED

• Project Management Professional (PMP) or Agile certifications (CSM, SAFe PO/PM).

Why Join Light Feather?
At Light Feather, you're not just taking a job - you're joining a purpose-driven team that delivers innovative, mission-critical solutions to make a real difference. You'll work on diverse, meaningful projects that challenge and inspire you, alongside some of the best minds in the industry.

Light Feather is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.