ServiceNow BA - Hybrid ITSM & Workflow Specialist

Centennial Technologies; Tysons (VA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Short-Term and Long-Term Disability

Life Insurance

401(k) Retirement Plan

Paid Time Off and Federal Holidays

Job summary

Centennial Technologies is seeking a mid-level ServiceNow Business Analyst who liaises between business stakeholders and technical teams to ensure ServiceNow solutions meet business needs. Responsibilities include requirements gathering, documenting processes, and supporting configuration efforts for ITSM, ITOM, HRSD, CSM, and SecOps.

The role requires 5+ years of BA experience with 3+ years in ServiceNow, strong data-model knowledge, and ability to work in Federal govt environments.

Qualifications

• Bachelor’s degree in Business, Information Systems, or related field.
• 5+ years as a Business Analyst with 3+ years in ServiceNow.
• Strong knowledge of ServiceNow platform capabilities and data model.
• Experience in DME and O&M environments, preferably Federal Govt.
• Proficient in requirements gathering, process mapping, and user story creation.
• Experience with Agile/Scrum and UAT coordination.
• Excellent communication and stakeholder management; able to obtain public trust clearance.

Responsibilities

• Elicit, analyze, and document requirements for ServiceNow modules (ITSM, ITOM, HRSD, CSM, SecOps).
• Collaborate to define current-state and future-state workflows.
• Translate requirements into user stories, acceptance criteria, and functional specifications.
• Partner with ServiceNow developers and architects through design, configuration, and testing.
• Facilitate requirements workshops, backlog grooming, and sprint planning.
• Support UAT planning, execution, defect triage, and resolution.
• Ensure solutions align with best practices, platform standards, and governance guidelines.
• Maintain project documentation including process flows, traceability matrices, and configuration records.
• Support reporting and dashboard development using ServiceNow Performance Analytics.

Skills

Requirements gathering

Analysis

Process mapping

User stories

Stakeholder communication

UAT coordination

Agile delivery

Communication

Education

Bachelor’s degree in Business, Information Systems, or related field

Tools

ServiceNow

Performance Analytics

Agile/Scrum tools

Job description

Centennial Technologies is seeking a mid-level ServiceNow Business Analyst who liaises between business stakeholders and technical teams to ensure ServiceNow solutions meet business needs. Responsibilities include requirements gathering, documenting processes, and supporting configuration efforts for ITSM, ITOM, HRSD, CSM, and SecOps.

The role requires 5+ years of BA experience with 3+ years in ServiceNow, strong data-model knowledge, and ability to work in Federal govt environments.