ServiceNow Business Analyst

General Dynamics IT; Maryland; On-site; USD 110,000 - 150,000; Full time

Job summary

GDIT is seeking a ServiceNow Business Analyst to support NIH/NIAID under the BPIMB ServiceNow Support Services program. You will assess business processes, identify requirements, and translate stakeholder needs into actionable ServiceNow specifications.

You will work with IT teams to document requirements for ITSM, ITOM, CMDB, SecOps, and VR, develop conceptual models, and help shape priorities for platform enhancements.

Qualifications

• Bachelor’s degree or equivalent experience.
• 6+ years as a business/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 participating in Agile development processes including backlog refinement, sprint readiness, and acceptance validation.
• Ability to create conceptual models, process flows, and functional specifications.
• Experience facilitating requirements sessions, stakeholder meetings, and design workshops.
• Experience collaborating with developers, architects, and administrators.
• Ability to obtain NIH Public Trust.

Responsibilities

• Gather, analyze, and document functional and operational requirements for ServiceNow modules (ITSM, ITOM, CMDB, SecOps, VR).
• Develop conceptual business models, process maps, workflow diagrams, and functional specifications.
• Assess baselines and workflows to identify gaps and improvement opportunities.
• Identify IT deficiencies and develop cross-functional IT operation strategies.
• Translate business requirements into clear technical specifications with technical teams.
• Validate solutions through design reviews, sprint activities, and release readiness checkpoints.
• Support Agile ceremonies including backlog refinement, sprint planning, and acceptance validation.
• Support documentation development including requirements, user stories, acceptance criteria, and procedures.
• Communicate priorities, timelines, risks, and decisions to stakeholders.

Skills

ServiceNow

ITSM

ITOM

CMDB

Agile

Requirements gathering

Stakeholder communication

Education

Bachelor's degree

Tools

ServiceNow

Job description

GDIT is seeking a Business Analyst to support the National Institutes of Health (NIH), National Institute of Allergy and Infectious Diseases (NIAID) under the Business Process and Information Management Branch (BPIMB) ServiceNow Support Services (SNSS) program.

In this role, you will assist NIAID in assessing business processes, identifying operational and functional requirements, developing conceptual business models, and translating stakeholder needs into actionable specifications for ServiceNow solutions. You will evaluate existing IT capabilities, identify gaps, generate strategies for improvement, and help shape direction and priorities for platform enhancements.

This position requires strong analytical skills, experience with enterprise IT processes, and the ability to work in cross-functional environments to address complex operational needs. Hands-on experience supporting or analyzing ServiceNow workflows and modules is required.

HOW A SERVICENOW BUSINESS ANALYST WILL MAKE AN IMPACT:

• Work with NIAID stakeholders to gather, analyze, and document functional and operational requirements for ServiceNow modules including ITSM, ITOM, CMDB, SecOps, and Vulnerability Response.
• Assist in creating conceptual business models, process maps, workflow diagrams, and functional specifications using industry best practices and NIAID standards.
• Assess organizational baselines and workflows to identify gaps, inefficiencies, and improvement opportunities.
• Identify IT deficiencies impacting the ability to meet organizational goals and develop strategies for improved cross-functional IT operations.
• Collaborate with architects, developers, and administrators to translate business requirements into clear technical specifications.
• Validate solutions through design reviews, sprint activities, demonstrations, and release readiness checkpoints.
• Support Agile ceremonies including backlog refinement, sprint planning, and acceptance validation.
• Support documentation development including requirements, user stories, acceptance criteria, and operational procedures.
• Provide clear communication to stakeholders regarding priorities, timelines, risks, and decisions.

WHAT YOU'LL NEED TO SUCCEED:

• Bachelor’s degree (or equivalent experience).
• 6 or more years of experience as a business analyst or functional analyst in a large enterprise environment, aligned with the government LCAT requirement.
• Hands-on experience working with or supporting 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.
• Experience analyzing functional baselines, process gaps, operational inefficiencies, and improvement opportunities.
• Ability to create conceptual business models, process flows, and functional specifications.
• Experience facilitating requirements sessions, stakeholder meetings, and process design workshops.
• Experience collaborating with technical teams including developers, architects, and administrators.
• Strong analytical, documentation, and communication skills.
• Ability to obtain and maintain NIH Public Trust.

DESIRED SKILLS AND ABILITIES:

• Experience with ITSM, ITOM, CMDB, SecOps, or VR process analysis or configuration.
• Experience with enterprise workflow modeling tools or documentation practices.
• Experience supporting federal health IT or NIH programs.
• Experience developing dashboards, reports, or analytics for business operations.
• Experience participating in ERP, enterprise system reviews, or strategic assessments.

SECURITY CLEARANCE LEVEL:

• Must be able to obtain and maintain a public trust clearance.

GDIT IS YOUR PLACE:

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore a career in program management at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your passion for the mission and delivering results.