ServiceNow Business Analyst

Electrosoft Services, LLC is an award-winning company that provides comprehensive technology-based solutions and services to federal customers. While cybersecurity is our specialty, we also focus on ICAM, Zero Trust, digital engineering and transformation, and enterprise AI and intelligent automation.

We always seek to delight our customers, so we retain highly qualified employees and offer them meaningful work, growth opportunities, and work-life balance. What sets us apart from all other contractors is the sense of teamwork our employees feel – and the knowledge that outstanding effort is recognized and rewarded.

The camaraderie we share emanates from Lunch & Learn sessions where we explore new ideas together, fun group activities ranging from escape rooms to miniature golf, and much, much more. If we’ve described you and your dream workplace, please apply and share in the many benefits and opportunities we offer.

Service Now Business Analyst

Summary:

We are seeking a detail-oriented and experienced Service Now Business Analyst to join our team. In this role, you will act as the primary liaison between business stakeholders and the IT department, ensuring that Service Now solutions align with organizational objectives and business needs. The ideal candidate will possess strong knowledge of Service Now platform capabilities, IT Service Management (ITSM) processes, and business analysis methodologies, with a talent for translating complex business requirements into clear, actionable specifications for technical teams.

Key Responsibilities:

• Lead requirements-gathering sessions, workshops, and stakeholder interviews to elicit, define, and document business processes and requirements.
• Analyze current-state ("as-is") business processes and design future-state ("to-be") workflows leveraging Service Now platform capabilities and best practices.
• Create detailed functional requirements, user stories, process flows, and acceptance criteria to support Service Now development and configuration activities.
• Conduct gap analyses to identify differences between business requirements and out-of-the-box Service Now functionality, recommending scalable and cost-effective solutions.
• Collaborate closely with Service Now administrators, developers, solution architects, and technical teams to ensure solutions align with business requirements.
• Support the implementation and enhancement of Service Now modules, including IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), HR Service Delivery (HRSD), or other platform capabilities, as applicable.
• Develop and execute test strategies, test scripts, and user acceptance testing (UAT) activities to validate solution quality and business readiness.
• Facilitate stakeholder reviews, demonstrations, and training sessions to drive adoption and maximize business value from the Service Now platform.
• Provide ongoing functional support, troubleshooting assistance, and process improvement recommendations following implementation.

Basic Qualifications:

• Minimum of five (5) years of experience as a Business Analyst, Functional Analyst, or similar role supporting Service Now implementations, enhancements, or platform operations.
• Strong experience working with Service Now platform capabilities and modules such as IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), HR Service Delivery (HRSD), Asset Management, CMDB, Knowledge Management, and Service Catalog.
• Proven ability in business process analysis, requirements engineering, and creating functional specifications. Excellent communication and stakeholder management skills are essential.
• Possess an active IT-II Non-Critical Sensitive security clearance or…