ServiceNow Technical Business Analyst

Service Now Technical Business Analyst

Location:

Springfield, VA, United States Category:
Program Management Subcategory:
Project Analyst

Schedule:

Full-Time

Shift: Day Job Travel:
Yes - 10% of the time Minimum

Clearance Required:

TS.SCI Clearance Level Must Be Able to Obtain: TS/SCI Potential for Remote Work:
On-Site

SAIC is seeking a Service Now Technical Business Analysts to join our MAJESTIC Joint Program Office (JPO) Team and play a pivotal role in supporting enterprise IT operations using the Service Now platform. The primary responsibility of this role is to bridge the gap between business needs and technical solutions by defining requirements, designing workflows, and ensuring the successful implementation of Service Now solutions in a mission-critical environment.

The ideal candidates will have a strong understanding of Service Now's capabilities and modules - including IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM) - with experience translating business processes into technical designs. This role involves close collaboration with stakeholders, system developers, and administrators to design and deploy solutions that align with mission priorities.

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

Key Responsibilities:

• 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 (UAT) 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

Qualifications

Required Qualifications:

Education:

• Bachelor's Degree

Certifications (CWF Requirements):

• Candidates must satisfy Cybersecurity Workforce Framework (CWF)  (Product Support Manager – Intermediate Level) requirements, as outlined by Navy COOL
• This requirement can be met by possessing one or more of the following qualifying certifications:
• CompTIA Cloud+
• CompTIA Security+
• GIAC Global Industrial Cyber Security Professional (GICSP)
• GIAC Security Essentials Certification (GSEC)
• Systems Security Certified Practitioner (SSCP)
• OR This requirement can be met through:
• A Bachelor's Degree in Cybersecurity, Computer Science, IT, or a related field

Experience:

• 3-6 years of professional experience managing and supporting enterprise-level IT environments

Technical Skills:

• Strong functional knowledge of Service Now platform capabilities, including workflows, business rules, client-side scripts, ACLs (Access Control Lists), 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 using Service Now tools to create reporting dashboards and customized reporting solutions
• 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…