ServiceNow Mid Business Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a ServiceNow Mid Business Analyst based in United States.

This role supports federal government clients by connecting business stakeholders with technical teams across ServiceNow initiatives.
You will translate business needs and process challenges into clear requirements, actionable user stories, and effective ServiceNow solutions.
The position combines business analysis, Agile delivery, testing, training, documentation, and change management.
You will play a hands-on role in improving user adoption and ensuring teams can effectively leverage ServiceNow applications.
The role provides exposure to multiple ServiceNow modules, including ITSM, ITAM, ITOM, Employee Center Pro, SPM, IRM, and SecOps.
Success requires strong communication skills, structured problem-solving, and the ability to make complex technology accessible to non-technical users.
You will work collaboratively with developers, architects, product owners, and business stakeholders in a delivery-focused environment.

• Facilitate stakeholder workshops, conduct gap analyses, and translate business needs into structured Agile user stories with clear acceptance criteria.
• Manage and prioritize business requirements while collaborating with developers, architects, and product owners to support backlog refinement and sprint planning.
• Analyze and document functional requirements across ServiceNow modules such as ITSM, ITAM, ITOM, Employee Center Pro, SPM, IRM, SecOps, and related platforms.
• Develop UAT test scenarios and scripts, coordinate testing groups, document results, and validate functionality before production deployment.
• Support the end-to-end user adoption lifecycle by identifying adoption challenges and developing practical solutions to improve engagement.
• Design and deliver interactive training sessions, both live and virtual, to help users effectively adopt ServiceNow applications and processes.
• Create and maintain user-facing documentation, operational guides, knowledge articles, and other resources within the ServiceNow Knowledge Base.
• Develop micro-learning materials such as quick-reference guides, instructional videos, and supporting documentation using tools such as Camtasia or Snagit.
• Prepare communication plans, release notes, system announcements, and process-change communications tailored to non-technical stakeholders.
• Act as a change agent by translating technical capabilities and system changes into clear, relatable information for business users.
• Coordinate governance, delivery, and adoption activities across stakeholders to ensure requirements, testing, training, and implementation remain aligned.

Requirements

• 3–5 years of verifiable experience working as a Business Analyst or Administrator within the ServiceNow ecosystem.
• At least 2 years of experience working within an Agile/Scrum delivery environment using modern project or work-management tools.
• Bachelor’s degree or equivalent experience in Business, Information Systems, Computer Science, or a related discipline.
• Strong understanding of business analysis practices, including requirements gathering, stakeholder workshops, gap analysis, user stories, acceptance criteria, and UAT.
• Hands-on knowledge of ServiceNow modules, including ITSM, WSD, ITAM, ITOM, Employee Center Pro, SPM, IRM, and SecOps.
• Experience collaborating with developers, architects, product owners, and other technical teams throughout the software delivery lifecycle.
• Strong ability to communicate complex technical concepts in clear, accessible language for non-technical audiences.
• Excellent written and verbal communication skills, with strong documentation and organizational abilities.
• Practical understanding of change management, digital adoption, training delivery, and business process improvement.
• Ability to manage multiple priorities, coordinate stakeholders, and maintain focus on delivery outcomes.
• Familiarity with Camtasia, Snagit, or similar tools for creating instructional and micro-learning content is a plus.
• U.S. citizenship is required.
• Active Public Trust clearance or the ability to obtain one.

Benefits

• 15 paid time-off days.
• 11 paid holidays.
• Medical, dental, and vision insurance.
• Short- and long-term disability coverage with 100% premium support.
• 401(k) program with a 100% employer match on contributions of up to 4% of salary.
• Annual performance bonuses.
• Referral bonus opportunities.
• Flexible work arrangements.
• Comprehensive training and professional development programs.
• Employee Assistance Program (EAP) supporting mental health and wellness.
• Maternity and paternity leave.
• Opportunities to grow skills through structured training and professional development.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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