Federal ServiceNow Business Systems Analyst - HR/ITSM

iTech AG; Arlington (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

iTech AG is seeking a ServiceNow Business Systems Analyst to support a federal client. The analyst collaborates with IT, HR, and business offices to translate needs into ServiceNow requirements across HRSD, CSM, ITSM, and SPM within a nine-person Agile team.

The role leads requirements, user research, testing, training, and change activities while ensuring best-practice ServiceNow solutions and customer outcomes.

Qualifications

• 5+ years of business systems analyst experience, or 3+ years of ServiceNow platform administration experience.
• Experience with at least three ServiceNow modules: CSM, ITSM, HRSD, SPM, CMDB.
• Strong functional understanding of the ServiceNow platform components and administration tasks.
• US citizenship and ability to obtain DOJ Public Trust.

Responsibilities

• Gather, document, and validate requirements with stakeholders across HRSD, CSM, ITSM, SPM, and related applications.
• Translate business needs into epics, features, and user stories with testable acceptance criteria.
• Model current and future-state processes; recommend out-of-the-box ServiceNow solutions.
• Write functional specs, process flows, and test scenarios.
• Manage backlog; facilitate sprint planning, refinement, and reviews.
• Apply human-centered design through research, usability testing, and feedback loops.
• Plan and support UAT and customer demonstrations.
• Develop training materials and knowledge articles for each release.
• Track dashboards, service levels, and customer experience metrics.
• Research known issues and manage ServiceNow support cases to resolution.

Skills

ServiceNow knowledge

Agile/Scrum

Requirements gathering

User stories

Test scenarios

Stakeholder interviewing

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Visio

Job description

iTech AG is seeking a ServiceNow Business Systems Analyst to support a federal client. The analyst collaborates with IT, HR, and business offices to translate needs into ServiceNow requirements across HRSD, CSM, ITSM, and SPM within a nine-person Agile team.

The role leads requirements, user research, testing, training, and change activities while ensuring best-practice ServiceNow solutions and customer outcomes.