ServiceNow BA for NIH: IT Ops & Process Optimization

General Dynamics Information Technology; United States; Remote; USD 98,000 - 132,000; Full time

Job summary

General Dynamics Information Technology seeks a Business Analyst to support NIH/NIAID under the BPIMB ServiceNow Support Services program. You will assess business processes, identify functional requirements, develop conceptual models, and translate stakeholder needs into actionable ServiceNow specifications across ITSM, ITOM, CMDB, SecOps, and VR.

This role requires strong analytical skills, hands-on ServiceNow experience, and the ability to collaborate with cross-functional teams to address

Qualifications

• Bachelor’s degree or equivalent experience.
• 6+ years of experience as a business analyst or functional analyst in a large enterprise environment.
• Hands-on experience with ServiceNow workflows, processes, or modules.
• Experience developing business requirements, user stories, acceptance criteria, and workflow documentation.
• Experience supporting or participating in Agile development processes including backlog refinement, sprint readiness, and acceptance validation.

Responsibilities

• Assist NIH/NIAID stakeholders in gathering, analyzing, and documenting functional and operational requirements for ServiceNow modules (ITSM, ITOM, CMDB, SecOps, VR).
• Create conceptual models, process maps, workflow diagrams, and functional specs following industry best practices and standards.
• Identify gaps and improvement opportunities in organizational baselines and workflows.
• Translate business requirements into clear technical specifications in collaboration with architects, developers, and administrators.
• Support design reviews, sprint activities, demonstrations, and release readiness checkpoints.
• Participate in Agile ceremonies including backlog refinement, sprint planning, and acceptance validation.
• Document requirements, user stories, acceptance criteria, and operational procedures.

Skills

Agile Methodology

Backlog Refinement

Functional Requirements

Process Flow

Education

Bachelor’s degree

Tools

ServiceNow

Job description

General Dynamics Information Technology seeks a Business Analyst to support NIH/NIAID under the BPIMB ServiceNow Support Services program. You will assess business processes, identify functional requirements, develop conceptual models, and translate stakeholder needs into actionable ServiceNow specifications across ITSM, ITOM, CMDB, SecOps, and VR.

This role requires strong analytical skills, hands-on ServiceNow experience, and the ability to collaborate with cross-functional teams to address