ServiceNow Business Analyst

Electrosoft Services Inc; United States; Remote; USD 85,000 - 105,000; Full time

Job summary

Electrosoft Services, LLC is seeking a ServiceNow Business Analyst to bridge business stakeholders and IT, ensuring ServiceNow aligns to objectives. The candidate will translate complex requirements into actionable specs for technical teams and support ITSM/ITOM/CSM/HRSD modules.

Minimum five years in business analysis for ServiceNow or similar platforms is required, with strong communication and stakeholder management.

Qualifications

• Minimum of five years as BA/Analyst supporting ServiceNow.
• Strong knowledge of ServiceNow ITSM/ITOM/CSM/HRSD and related modules.
• Experience translating business needs into functional specs and user stories.
• Active IT-II Non-Critical Sensitive clearance or Tier 3 investigation at submission.

Responsibilities

• Lead requirements sessions to elicit and document business processes.
• Analyze as-is vs to-be workflows using ServiceNow capabilities.
• Create functional requirements, user stories, flows, and acceptance criteria.
• Perform gap analyses and recommend scalable solutions.
• Collaborate with admins, developers, and architects to align solutions.
• Support ITSM/ITOM/CSM/HRSD implementations and enhancements.
• Develop and execute test strategies and UAT activities.
• Facilitate reviews, demos, and training to drive adoption.
• Provide ongoing support and process-improvement recommendations.

Skills

Business analysis

Requirements engineering

Stakeholder management

Communication

Tools

ITSM

ITOM

CSM

HRSD

Asset Management

CMDB

Knowledge Management

Service Catalog

Job description

Electrosoft Services, LLC is an award-winning company that provides comprehensive technology-based solutions and services to federal customers. While cybersecurity is our specialty, we also focus on ICAM, Zero Trust, digital engineering and transformation, and enterprise AI and intelligent automation.We always seek to delight our customers, so we retain highly qualified employees and offer them meaningful work, growth opportunities, and work-life balance. What sets us apart from all other contractors is the sense of teamwork our employees feel – and the knowledge that outstanding effort is recognized and rewarded.The camaraderie we share emanates from Lunch & Learn sessions where we explore new ideas together, fun group activities ranging from escape rooms to miniature golf, and much, much more. If we’ve described you and your dream workplace, please apply and share in the many benefits and opportunities we offer.

ServiceNow Business Analyst

Summary:

We are seeking a detail-oriented and experienced ServiceNow Business Analyst to join our team. In this role, you will act as the primary liaison between business stakeholders and the IT department, ensuring that ServiceNow solutions align with organizational objectives and business needs. The ideal candidate will possess strong knowledge of ServiceNow platform capabilities, IT Service Management (ITSM) processes, and business analysis methodologies, with a talent for translating complex business requirements into clear, actionable specifications for technical teams.

Key Responsibilities:

• Lead requirements-gathering sessions, workshops, and stakeholder interviews to elicit, define, and document business processes and requirements.
• Analyze current-state ("as-is") business processes and design future-state ("to-be") workflows leveraging ServiceNow platform capabilities and best practices.
• Create detailed functional requirements, user stories, process flows, and acceptance criteria to support ServiceNow development and configuration activities.
• Conduct gap analyses to identify differences between business requirements and out-of-the-box ServiceNow functionality, recommending scalable and cost-effective solutions.
• Collaborate closely with ServiceNow administrators, developers, solution architects, and technical teams to ensure solutions align with business requirements.
• Support the implementation and enhancement of ServiceNow modules, including IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), HR Service Delivery (HRSD), or other platform capabilities, as applicable.
• Develop and execute test strategies, test scripts, and user acceptance testing (UAT) activities to validate solution quality and business readiness.
• Facilitate stakeholder reviews, demonstrations, and training sessions to drive adoption and maximize business value from the ServiceNow platform.
• Provide ongoing functional support, troubleshooting assistance, and process improvement recommendations following implementation.

Basic Qualifications:

• Minimum of five (5) years of experience as a Business Analyst, Functional Analyst, or similar role supporting ServiceNow implementations, enhancements, or platform operations.
• Strong experience working with ServiceNow platform capabilities and modules such as IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), HR Service Delivery (HRSD), Asset Management, CMDB, Knowledge Management, and Service Catalog.
• Proven ability in business process analysis, requirements engineering, and creating functional specifications. Excellent communication and stakeholder management skills are essential.
• Possess an active IT-II Non-Critical Sensitive security clearance or a Tier 3 (T3) investigation at the time of proposal submission.

The actual base salary offered will be determined based on a variety of factors, including, but not limited to, the candidate’s relevant years and depth of experience, skills and qualifications, education, certifications, internal equity, and the specific requirements of the position. Candidates should not assume they will be offered the top of the posted range, as compensation is based on the individual qualifications and overall fit for the role.

Salary Range

$85,000 - $105,000 USD

Electrosoft is an Equal Opportunity Employer/Veterans/Disabled

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Electrosoft’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.