ServiceNow Business Analyst

Lightfeather Io Llc; Alexandria (VA); Remote; USD 110,000 - 130,000; Full time

Job summary

LightFeather seeks a Senior ServiceNow Business Analyst to bridge federal business stakeholders with our technical teams. You will translate complex mission requirements into scalable ServiceNow solutions while ensuring federal compliance and high-quality backlog data. This is a fully remote, full-time position with EST hours.

Responsibilities include leading workshops, crafting user stories and acceptance criteria, and guiding junior team members. A Secret clearance is required, with U.S.

Qualifications

• U.S. Citizenship is required and ability to obtain a Secret level clearance.
• Bachelor’s degree in CS, Information Systems, Business Administration, or a related field.
• 5+ years as a Business Analyst with at least 3 years on the ServiceNow platform.

Responsibilities

• Lead workshops to elicit and document business requirements for federal clients.
• Translate needs into user stories, acceptance criteria, and specifications in Agile/Scrum.
• Develop process maps, workflows, and data models for end-to-end service delivery.
• Mentor junior developers and analysts; review designs and test scripts.
• Ensure compliance with federal standards including Section 508 and FISMA/NIST controls.
• Coordinate UAT plans with government personnel.

Skills

Requirements gathering

Agile/Scrum

Stakeholder communication

Education

Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field

Tools

ServiceNow

Job description

LightFeather is seeking a Senior ServiceNow Business Analyst to lead the requirements gathering and process design for our federal agency clients. In this role, you will act as the critical bridge between federal business stakeholders and our technical development teams. You will be responsible for translating complex mission requirements into scalable ServiceNow solutions, ensuring compliance with federal standards, and maintaining the highest quality of data in our backlog. This is a Full Time, Remote Position.

• Location: Fully Remote (EST hours)
• Job Type: Full-time
• Salary: $110,000–$130,000 annually, based on experience
• Clearance Requirement: U.S. citizenship is required for this position due to federal contract requirements and the need to obtain and maintain a Secret-level security clearance

Responsibilities

• Lead client workshops and focus groups to elicit, analyze, and document business requirements, ensuring alignment with agency mission goals.
• Translate high-level business needs into comprehensive user stories, acceptance criteria (AC), and functional specifications within Agile/Scrum frameworks.
• Conduct gap analysis to identify the delta between current legacy processes and ServiceNow "Out of the Box" (OOTB) functionality.
• Collaborate directly with the Agile Coach to design, document, and distribute new Agile processes and standard operating procedures (SOPs) that support all ServiceNow delivery teams. Ensure these processes drive consistency, efficiency, and alignment across the broader program.
• Review all user stories and requirements for accuracy, completeness, and ambiguity. Ensure every story meets the team's "Definition of Ready" before it is approved for sprint planning.
• Provide guidance and mentorship to junior developers and junior analysts. Help them understand business context, federal domain constraints, and ServiceNow best practices to foster their professional growth.
• Conduct peer reviews of functional designs and test scripts to maintain high standards of quality control across the delivery team.
• Develop detailed process maps, workflows, and data models to visualize end-to-end service delivery.
• Advise government stakeholders on ServiceNow best practices, steering them away from excessive customization that creates technical debt.
• Collaborate with System Architects to ensure functional designs are technically feasible.
• Ensure all solution designs adhere to federal IT standards, including Section 508 compliance (accessibility) and FISMA/NIST security controls.
• Develop and execute User Acceptance Testing (UAT) plans, creating test scripts and coordinating testing sessions with government personnel.
• Create federal-grade deliverables, including Standard Operating Procedures (SOPs), User Guides, and Training Decks.

Required Qualifications and Skills

• U.S. Citizenship
• Ability to obtain and maintain a Secret Level security clearance.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• 5+ years of experience as a Business Analyst, with at least 3 years dedicated to the ServiceNow platform.

  Preferred

  • ITIL v4 Foundation (or higher).
  • Project Management Professional (PMP) or Agile certifications (CSM, SAFe PO/PM).

  Why Join LightFeather?

  At LightFeather, you're not just taking a job—you're joining a purpose-driven team that delivers innovative, mission-critical solutions to make a real difference. You'll work on diverse, meaningful projects that challenge and inspire you, alongside some of the best minds in the industry.

  LightFeather is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.