ServiceNow Business Analyst

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

Benefits offered by this job

Remote work

Job summary

LightFeather is seeking a Senior ServiceNow Business Analyst to lead requirements and process design for federal agency clients. You will bridge business stakeholders with technical teams, translate mission needs into scalable ServiceNow solutions, and ensure data quality in the backlog.

This is a full-time remote position. Responsibilities include leading workshops, writing user stories, conducting gap analysis, mentoring juniors, and enforcing federal IT standards including 508 compliance and

Qualifications

• Bachelor’s degree or equivalent in a relevant field.
• Minimum 5+ years as a Business Analyst with at least 3 years on ServiceNow.
• Experience with federal contracting (DoD/DHS/civilian) and Agile/Scrum.
• Clearance readiness: U.S. citizenship and ability to obtain a Secret clearance.

Responsibilities

• Lead workshops to elicit and document business requirements aligned with agency missions.
• Translate requirements into user stories, ACs, and functional specs within Agile/Scrum.
• Perform gap analysis between legacy processes and ServiceNow OOTB functionality.
• Collaborate with Agile Coach to design and SOPs for ServiceNow delivery teams.
• Review user stories for Definition of Ready before sprint planning.
• Mentor junior developers and analysts on federal domain constraints and best practices.
• Conduct peer reviews of designs and test scripts to ensure quality.
• Develop process maps, workflows, and data models for end-to-end service delivery.
• Advise stakeholders on best practices and minimize unnecessary customization.
• Coordinate with System Architects to ensure feasibility of designs.
• Ensure compliance with federal IT standards including Section 508 and FISMA/NIST controls.
• Develop and execute UAT plans with government personnel and create test scripts.
• Produce federal-grade deliverables such as SOPs, user guides, and training decks.

Skills

ServiceNow ITSM

Agile/Scrum

Backlog management

Requirements gathering

Mentoring junior staff

Education

Bachelor’s degree in Computer Science / Information Systems / Business Administration

Tools

Jira

Azure DevOps

Visio

Lucidchart

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.
• Proven experience working in the federal contracting space (DoD, DHS, or Civilian agencies).
• Experience working in an Agile/Scrum environment.
• Deep knowledge of ServiceNow ITSM and at least one other major workflow (e.g., ITOM, HRSD, SPM, ITAM, Custom Applications).
• Strong experience with Jira, ServiceNow Agile, or Azure DevOps for backlog management.
• Proficiency in Visio, LucidChart, or similar tools for process mapping.
• ServiceNow Certified System Administrator (CSA) - REQUIRED

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.