ServiceNow Business Analyst

Job Title

Service Now Business Analyst

Springfield, VA

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 employer’s 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) is seeking a highly skilled Service Now Business Analyst to support the National Geospatial-Intelligence Agency (NGA). This role will focus on advancing enterprise IT service delivery and monitoring capabilities through the Service Now platform (Service+), ensuring alignment with NGA’s mission, enterprise roadmap, and operational objectives.

The Service Now Business Analyst will serve as a key liaison between mission stakeholders, enterprise architects, and development teams — translating complex operational needs into scalable, automated workflows and data-driven solutions. This position requires expertise in IT Service Management (ITSM), ITIL frameworks, and experience supporting enterprise-level transformation initiatives within a secure, mission-driven environment.

• Lead workshops with NGA EMS stakeholders to capture mission and operational requirements. Translate business needs into Service Now (Service+) solutions aligned with Enterprise Management and Monitoring roadmaps. Redesign manual and fragmented processes into standardized, ITIL-aligned digital workflows.
• Own the full requirements lifecycle using Agile/Scrum methodology. Develop Functional Requirements Documents (FRDs), user stories, acceptance criteria, process maps, and workflow diagrams. Conduct “as-is” and “to-be” analyses to identify gaps across enterprise monitoring, service delivery, and system integrations.
• Support integration of enterprise monitoring tools (e.g., AIOps, Science Logic) into Service Now (Service+). Provide recommendations to enhance data visibility, automation, and mission-relevant dashboards. Ensure alignment with enterprise architecture and future-state EMS capabilities.
• Collaborate with Product Owners, architects, and developers to prioritize backlog items based on mission impact, enterprise dependencies, and NGA roadmaps. Support release planning, sprint refinement, and continuous service improvement initiatives.
• Lead User Acceptance Testing (UAT), including test script development, coordination, and validation against requirements. Ensure solutions meet the Definition of Done and comply with enterprise standards. Maintain documentation to support continuity of operations.
• Partner with program leadership, engineers, and mission stakeholders to ensure Service Now capabilities support operational outcomes. Prepare briefings, demonstrations, and training materials. Support stakeholder buy-in for enterprise initiatives and roadmap adoption.
• Assist in identifying process gaps, defining KPIs/CSFs, and supporting continuous service improvement efforts across EMS. Contribute to governance activities and standardization across enterprise services.
• Other duties as assigned.

• Bachelor’s 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.
• Active TS/SCI Clearance

• 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…