Sr. ServiceNow Business Analyst - HRSD

Job Family: SAAS/PAAS/Cloud Consulting

Travel Required:

Up to 10%

Clearance Required:

Ability to Obtain Public Trust

Lead end-to-end Service Now initiatives by partnering with clients, executives, and end users to elicit, analyze, and validate complex business requirements, and translate them into scalable Service Now solutions.

Drive requirements strategy and solution design, ensuring alignment between business objectives and Service Now platform capabilities across modules such as ITSM, HRSD, and App Engine.

Facilitate workshops and stakeholder engagements to assess current-state processes, identify pain points, and define optimized future-state workflows and operating models.

Serve as the functional lead and trusted advisor to both business and technical teams, guiding solution architecture decisions and ensuring best practices are applied.

Collaborate closely with development teams to design, configure, and implement Service Now applications, ensuring requirements are clearly understood and successfully delivered.

Translate complex functional needs into technical specifications, user stories, and acceptance criteria, ensuring clarity and traceability throughout the delivery lifecycle.

Oversee and support testing activities, including UAT planning, execution, defect management, and validation of business outcomes.

Develop and deliver training and change management materials, ensuring successful user adoption and knowledge transfer.

Create and maintain high-quality deliverables, including process maps, solution design documents, roadmaps, and executive-level communications.

Provide continuous improvement recommendations by conducting system assessments and leveraging deep knowledge of Service Now capabilities and emerging platform innovations.

Actively stay current with Service Now releases, features, and industry trends, bringing forward innovative ideas to enhance client solutions.

Mentor junior analysts and contribute to practice development, including methodology refinement and knowledge sharing.

Active or eligible for a “PUBLIC TRUST” security clearance (must obtain approved adjudication prior to onboarding).

• Minimum of FIVE (5) years of experience as a Business Analyst, with at least THREE (3) years specializing in Service Now or comparable enterprise platforms.
• Service Now Certified System Administrator (CSA) certification.
• Bachelor’s degree in Computer Science, Information Technology, Business, or a related discipline.
• Demonstrated expertise in requirements gathering and analysis, including leading workshops, stakeholder interviews, and translating business needs into actionable deliverables.
• Strong knowledge of Service Now platform capabilities, including ITSM, SPM, GRC, App Engine, and Scoped Applications.
• Experience with full Software Development Lifecycle (SDLC) methodologies, including Agile frameworks (Scrum, SAFe), and associated artifacts and governance.
• Proven ability to lead client engagements, facilitate decision‑making, and bridge communication between business stakeholders and technical teams.
• Experience defining solution designs and supporting configuration and implementation efforts on the Service Now platform.
• Strong communication skills, with experience presenting to senior leadership and delivering training to diverse user groups.
• Strong analytical and problem‑solving skills, with the ability to navigate complex organizational challenges.
• Excellent interpersonal and stakeholder management skills, with the ability to influence and build rapport across all levels of an organization.
• High attention to detail and commitment to delivering high‑quality outcomes.

• Advanced Service Now certifications such as Certified Implementation Specialist (CIS) or Certified Application Developer (CAD).
• Agile certifications (Scrum Master, SAFe Agilist, etc.).
• Hands‑on Service Now configuration experience, including workflows, forms, and integrations.
• Experience with federal HR domains.

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to…