Senior ServiceNow Analyst - Remote, Interim Secret

ITC Federal, Inc; Fair Oaks (VA); Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health, Dental & Vision

401(k)

FSA

11 Paid Federal Holidays

PTO

Education reimbursement

Job summary

ITC Federal LLC is seeking a Senior ServiceNow Business Analyst for a fully remote position supporting federal agency clients. The role requires active Interim Secret clearance and availability during East Coast business hours.

You will lead requirements gathering, backlog governance, and solution design, mentoring junior staff and ensuring alignment with ServiceNow best practices to minimize technical debt.

Qualifications

• 5+ years of experience as a business analyst, including 3+ years dedicated to the ServiceNow platform.
• Proven experience in federal contracting supporting DoD, DHS, or civilian agencies.
• Deep knowledge of ServiceNow ITSM plus at least one other major workflow (ITOM, HRSD, SPM, ITAM, or custom applications).
• Hands-on backlog management experience in Jira, ServiceNow Agile, or Azure DevOps.
• Proficiency with Visio, Lucidchart, or similar process-mapping tools.
• Demonstrated experience delivering in an Agile/Scrum environment.

Responsibilities

• Lead client workshops and focus groups to elicit, analyze, and document business requirements aligned to agency mission goals.
• Translate high-level business needs into user stories, acceptance criteria, and functional specifications within an Agile/Scrum framework.
• Conduct gap analysis between current legacy processes and ServiceNow out-of-the-box functionality.
• Partner with the Agile Coach to design, document, and implement Agile processes and SOPs that drive consistency across all ServiceNow delivery teams.
• Serve as backlog gatekeeper, reviewing all user stories for accuracy, completeness, and ambiguity to ensure nothing enters sprint planning without meeting the Definition of Ready.
• Mentor junior analysts and developers on business context, federal domain constraints, and ServiceNow best practices.
• Conduct peer reviews of functional designs and test scripts to maintain quality standards across the delivery team.
• Develop process maps, workflows, and data models that visualize end-to-end service delivery.
• Advise government stakeholders on ServiceNow best practices, steering them away from customizations that create technical debt.
• Collaborate with system architects to confirm functional designs are technically feasible.
• Ensure solution designs meet federal IT standards, including Section 508 accessibility and FISMA/NIST security controls.
• Develop and execute User Acceptance Testing (UAT) plans, including writing test scripts and coordinating testing sessions with government personnel.
• Produce federal-grade deliverables, including SOPs, user guides, and training materials.

Skills

ServiceNow ITSM

Agile/Scrum

Backlog management

Workshop facilitation

Process mapping

Education

Bachelor's degree

ServiceNow CSA certification

ITIL v4 Foundation

Tools

Jira

Azure DevOps

ServiceNow Agile

Visio/Lucidchart

Job description

ITC Federal LLC is seeking a Senior ServiceNow Business Analyst for a fully remote position supporting federal agency clients. The role requires active Interim Secret clearance and availability during East Coast business hours.

You will lead requirements gathering, backlog governance, and solution design, mentoring junior staff and ensuring alignment with ServiceNow best practices to minimize technical debt.