ServiceNow Business Analyst – IRS

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Sky Solutions is a trusted partner in government contracting, empowering federal agencies with cutting-edge IT solutions. Our expertise spans AI-first enablement, delivering innovative solutions and advanced cybersecurity, fortifying digital ecosystems against emerging threats and digital transformation through low-code/no-code development, cloud solutions, and agile methodologies. We simplify complex processes and deliver breakthrough results for federal clients across healthcare, financial services, and national security.

Location:

Tysons Corner, VA (Hybrid / Remote) Duration:
Fulltime

We are seeking an experienced Service Now Business Analyst to support the Internal Revenue Service (IRS) in the analysis, documentation, and implementation of business and functional requirements for an enterprise Service Now environment. The Business Analyst will work closely with IRS stakeholders, business and functional divisions, process owners, Service Now architects, developers, administrators, and program leadership to identify business needs and translate them into effective Service Now solutions.

The ideal candidate will have strong experience with Service Now, IT Service Management (ITSM), business process analysis, requirements gathering, Agile delivery, and stakeholder engagement. The candidate will help ensure that enhancements and new capabilities align with IRS business priorities while maximizing Service Now out-of-the-box and low-code/no-code capabilities.

• Work with IRS stakeholders, business and functional divisions, process owners, and technical teams to identify, analyze, and document business and functional requirements.
• Conduct requirements-gathering sessions, focus groups, facilitated working sessions, interviews, and other collaborative activities to understand business needs and desired outcomes.
• Analyze existing business processes and workflows and identify opportunities for process improvement, automation, standardization, and Service Now optimization.
• Translate business requirements into clear and actionable Agile user stories, acceptance criteria, functional requirements, and process documentation.
• Create and maintain Agile user stories within the Service Now Agile Management environment.
• Participate in discovery and requirements phases for Service Now enhancements, application changes, integrations, and third-party development efforts.
• Work with Service Now architects and developers to ensure requirements are technically feasible and aligned with the overall platform architecture.
• Help evaluate proposed requirements against Service Now out-of-the-box (OOB) and low-code/no-code capabilities, recommending configuration-based solutions before custom development.
• Identify potential impacts of proposed enhancements on existing Service Now applications, modules, workflows, integrations, and business processes.
• Facilitate requirements validation and obtain stakeholder agreement on scope, priorities, expected functionality, and acceptance criteria.
• Develop prototypes, process flows, wireframes, mockups, or other artifacts as appropriate to help stakeholders visualize and validate proposed solutions.
• Participate in Agile sprint planning, backlog refinement, sprint reviews, demonstrations, and other Agile ceremonies.
• Maintain and prioritize enhancement backlogs in coordination with IRS stakeholders and the program team.
• Work with the development and testing teams to clarify requirements and resolve functional questions throughout the development lifecycle.
• Support User Acceptance Testing (UAT) by developing or reviewing test scenarios, validating expected results, coordinating stakeholder participation, and documenting outcomes.
• Review completed functionality to ensure delivered solutions satisfy approved business requirements and acceptance criteria.
• Support release and deployment activities by validating business readiness and ensuring requirements and related documentation remain current.
• Analyze incidents, enhancement requests, recurring issues, and user feedback…