ServiceNow Technical Business Analyst

Minimum

Clearance Required:

TS/SCI

SAIC is seeking a Service Now Technical Business Analyst to join the MAJESTIC Joint Program Office (JPO) Team and play a pivotal role in supporting enterprise IT operations using the Service Now platform.

The primary responsibility is to bridge the gap between business needs and technical solutions by defining requirements, designing workflows, and ensuring successful implementation of Service Now solutions in a mission‑critical environment.

All work must be performed on‑site in Springfield, VA.

• Gather, document, and prioritize business and technical requirements for Service Now development and configuration projects
• Collaborate with stakeholders and end‑users to understand business needs and translate them into functional workflows and technical specifications
• Define and document Service Now platform configurations, including catalog items, workflows, business rules, client scripts, and reporting dashboards
• Work with development teams to implement modules and capabilities such as ITSM, ITOM, ITAM, CMDB, Incident, Problem, and Service Catalog
• Perform gap analysis between business requirements and Service Now system functionality to provide tailored solutions
• Collaborate on the development of custom integrations between Service Now and external applications using REST APIs or other integration tools
• Identify opportunities for improvement or automation of business processes through Service Now features such as Flow Designer, Workflow Editor, and script‑based automation
• Conduct user acceptance testing and coordinate with end‑users and administrators to ensure solutions meet mission requirements
• Act as the primary point of contact between key stakeholders and technical teams to drive successful project execution
• Train end‑users on new workflows, modules, and reports and provide ongoing support for Service Now implementations
• Ensure compliance with governance and security policies in all configurations and workflows within Service Now

• Bachelor’s Degree
• Cybersecurity Workforce Framework (CWF)  (Product Support Manager – Intermediate Level) requirements met by:
  CompTIA Cloud+, CompTIA Security+, GIAC Global Industrial Cyber Security Professional (GICSP), GIAC Security Essentials Certification (GSEC), Systems Security Certified Practitioner (SSCP); or a Bachelor’s Degree in Cybersecurity, Computer Science, IT, or a related field
• 3–6 years of professional experience managing and supporting enterprise‑level IT environments
• Strong functional knowledge of Service Now platform capabilities, including workflows, business rules, client‑side scripts, ACLs, and data models
• Familiarity with integration concepts, including configuring REST APIs and third‑party integrations via Service Now Integration Hub or custom scripts
• Proficiency in creating reporting dashboards and customized reporting solutions using Service Now tools
• Basic scripting skills (such as JavaScript) to support workflow enhancements, automation, and troubleshooting
• Knowledge of Agile project methodologies, including experience using Jira, Service Now Agile Development, or similar tools

• Experience working in a highly secure environment with strict governance and compliance frameworks
• Strong knowledge of government or defense mission systems and their alignment with ITIL‑based workflows
• Additional certifications in Service Now modules such as IT Operations Management (ITOM) or HR Service Delivery (HRSD)

• Active TS/SCI clearance with the ability to obtain and maintain TS/SCI with Poly

• All work must be conducted on‑site in Springfield, VA
• Supports on‑premises enterprise IT environments, including virtualized Windows servers, MS SQL Server databases, and networking layers
• Compensation is aligned with market rates and role‑specific requirements (subcontractor role)