ServiceNow Business Analyst - HRSD

Job Family: SAAS/PAAS/Cloud Consulting

Travel Required: Up to 10%

Clearance Required: Public Trust security clearance (ability to obtain)

• Support Service Now initiatives by working with clients, stakeholders, and end users to gather, analyze, and validate business requirements.
• Assist in translating business needs into Service Now solutions, ensuring alignment with platform capabilities across modules such as ITSM, HRSD, and App Engine.
• Participate in stakeholder meetings and working sessions to understand current-state processes, identify pain points, and help define improved future-state workflows.
• Collaborate with developers and technical teams to support the design, configuration, and implementation of Service Now applications.
• Document requirements and translate them into user stories, acceptance criteria, and functional specifications to support development and delivery.
• Contribute to testing activities, including developing test cases, supporting User Acceptance Testing (UAT), and tracking defects and resolutions.
• Assist in creating training materials and supporting end‑user training sessions to promote adoption of Service Now solutions.
• Develop and maintain project documentation, including process maps, requirements documents, and user guides.
• Engage regularly with stakeholders and team members to ensure alignment and clear communication throughout the project lifecycle.
• Support continuous improvement efforts by identifying opportunities to enhance existing Service Now implementations.
• Stay current with Service Now platform updates and best practices to strengthen delivery and solution quality.

• Active or eligible for a PUBLIC TRUST security clearance (must obtain approved adjudication prior to onboarding).
• Minimum of three (3) years of experience as a Business Analyst, with exposure to Service Now or similar enterprise platforms.
• Bachelor’s degree in Computer Science, Information Technology, Business, or a related discipline.
• Experience gathering and documenting requirements, including stakeholder interviews, workshops, and user story development.
• Experience supporting testing activities, including UAT coordination.
• Working knowledge of Service Now capabilities, particularly ITSM, HRSD, or similar modules.
• Familiarity with Software Development Life Cycle (SDLC) concepts and experience working in Agile environments.
• Ability to translate business requirements into clear, structured documentation for technical teams.
• Strong written and verbal communication skills, with the ability to collaborate effectively across business and technical teams.
• Analytical and problem‑solving skills, with attention to detail and a focus on quality deliverables.
• Strong organizational and time management skills, with the ability to manage multiple priorities.
• Basic hands‑on experience with Service Now configuration (e.g., forms, workflows, or service catalogs).
• Strong interpersonal skills with the ability to build relationships across teams.

• Service Now Certified System Administrator (CSA) or willingness to obtain.
• Agile certifications (e.g., Scrum Master) or practical Agile experience.
• Experience in a federal environment, especially supporting HR‑related processes.
• Familiarity with low‑code/no‑code platforms (e.g., Power Platform, SharePoint).

• Competitive compensation and flexible benefits package reflecting a commitment to diversity and support.
• Medical, Rx, Dental, and Vision Insurance.
• Personal and Family Sick Time & Company Paid Holidays.
• Eligibility for discretionary variable incentive bonus.
• Parental Leave and Adoption Assistance.
• 401(k) Retirement Plan.
• Basic Life & Supplemental Life Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts.
• Short‑Term & Long‑Term Disability.
• Student Loan Pay‑Down Tuition Reimbursement, Personal Development & Learning Opportunities.
• Skills Development & Certifications.
• Employee Referral Program.
• Corporate Sponsored Events & Community Outreach.
• Emergency Back‑Up Childcare Program.
• Mobility Stipend.

Guidehouse is an Equal Opportunity Employer—Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.