ServiceNow Business Analyst

Chenega Corporation; Springfield (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

Chenega Corporation in Springfield, VA seeks a ServiceNow Business Analyst to support NGA. The role focuses on advancing IT service delivery and monitoring via ServiceNow (Service+), aligning with NGA roadmap and mission.

You will lead workshops, manage requirements lifecycle in Agile, integrate monitoring tools, work with product owners and developers, and drive UAT and training to ensure enterprise objectives are met.

Qualifications

• Bachelor’s degree with 2+ years BA experience, or Associate with 4+ years, or HS with 5+ years.
• 5+ years of Business Analysis, with at least 3 on the ServiceNow platform.
• Active TS/SCI Clearance.
• Strong stakeholder interviewing and workshop facilitation.

Responsibilities

• Lead workshops with NGA EMS to capture mission and operational requirements.
• Translate needs into ServiceNow (Service+) solutions aligned with roadmaps.
• Own requirements lifecycle with Agile/Scrum; develop FRDs, user stories, acceptance criteria.
• Support integration of enterprise monitoring tools (e.g., AIOps, ScienceLogic) into ServiceNow.
• Lead UAT, test scripts, validation against requirements.
• Prepare briefings and training materials; support roadmap adoption.
• Assist in identifying process gaps and KPIs; contribute to governance.
• Other duties as assigned.

Skills

Business Analysis

ServiceNow

Agile/Scrum

Requirements gathering

UAT testing

Documentation

Stakeholder interviews

Communication

Education

Bachelor’s degree

Associate degree

High School diploma

Tools

ServiceNow (ITSM/CSM)

Microsoft Office

Job description

ServiceNow Business Analyst

Springfield, VA

We seek a highly skilled ServiceNow Business Analyst to support the National Geospatial-Intelligence Agency (NGA). This role focuses on advancing enterprise IT service delivery and monitoring capabilities through the ServiceNow platform (Service+), ensuring alignment with NGA’s mission, enterprise roadmap, and operational objectives.

Responsibilities

• Lead workshops with NGA EMS stakeholders to capture mission and operational requirements. Translate business needs into ServiceNow (Service+) solutions aligned with Enterprise Management and Monitoring roadmaps. Redesign manual and fragmented processes into standardized, ITIL-aligned digital workflows.
• Own the full requirements lifecycle using Agile/Scrum methodology. Develop Functional Requirements Documents (FRDs), user stories, acceptance criteria, process maps, and workflow diagrams. Conduct “as-is” and “to-be” analyses to identify gaps across enterprise monitoring, service delivery, and system integrations.
• Support integration of enterprise monitoring tools (e.g., AIOps, ScienceLogic) into ServiceNow (Service+). Provide recommendations to enhance data visibility, automation, and mission-relevant dashboards. Ensure alignment with enterprise architecture and future-state EMS capabilities.
• Collaborate with Product Owners, architects, and developers to prioritize backlog items based on mission impact, enterprise dependencies, and NGA roadmaps. Support release planning, sprint refinement, and continuous service improvement initiatives.
• Lead User Acceptance Testing (UAT), including test script development, coordination, and validation against requirements. Ensure solutions meet the Definition of Done and comply with enterprise standards. Maintain documentation to support continuity of operations.
• Partner with program leadership, engineers, and mission stakeholders to ensure ServiceNow capabilities support operational outcomes. Prepare briefings, demonstrations, and training materials. Support stakeholder buy-in for enterprise initiatives and roadmap adoption.
• Assist in identifying process gaps, defining KPIs/CSFs, and supporting continuous service improvement efforts across EMS. Contribute to governance activities and standardization across enterprise services.
• Other duties as assigned.

Qualifications

• Bachelor’s degree and 2+ years of relevant experience; OR
• Associate and 4+ years of relevant experience; OR
• High School and 5+ years of relevant experience
• 5+ years of Business Analysis experience, with at least 3 years specifically focused on the ServiceNow platform.
• Active TS/SCI Clearance

Preferred Qualifications

• Preferred ServiceNow Certified System Administrator (CSA)
• Preferred ServiceNow Certified Implementation Specialist (CIS) in ITSM or CSM
• Preferred ITIL v3/4 Foundation
• Ability to conduct stakeholder interviews, workshops, and process discovery sessions.
• Skill in eliciting, documenting, and validating business requirements.

Knowledge, Skills, and Abilities

• Ability to work on-site full-time
• Ability to work independently and yet be effective within a team setting
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications
• Proficient with Microsoft Office Applications, and experience working in a home office setting, as well as the ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

Benefits

We offer a broad range of benefits to our team members.