ServiceNow Business Analyst

LIGHTFEATHER IO LLC; United States; Remote; USD 110,000 - 130,000; Full time

Job summary

LightFeather is seeking a Senior ServiceNow Business Analyst to lead requirements gathering and process design for federal agency clients. You will translate complex mission requirements into scalable ServiceNow solutions while ensuring compliance with federal standards. This is a full-time remote position with EST hours.

Responsibilities include leading workshops, converting needs into user stories, and mentoring junior staff. Must hold a CSA and citizenship for security clearance.

Qualifications

• Bachelor's degree in a related field.
• 5+ years as a Business Analyst with at least 3 years on the ServiceNow platform.
• Experience in federal contracting space.

Responsibilities

• Lead client workshops to elicit and document requirements.
• Translate business needs into user stories, ACs, and specs within Agile/Scrum.
• Conduct gap analysis between legacy processes and ServiceNow functionality.
• Collaborate with Agile Coach to design SOPs for ServiceNow delivery teams.
• Review user stories for accuracy and readiness.
• Mentor junior developers and analysts on federal constraints and best practices.
• Conduct peer reviews of designs and test scripts.
• Develop process maps, workflows, and data models.
• Advise stakeholders on ServiceNow best practices and avoid unnecessary customization.
• Ensure designs meet federal IT standards including 508 and NIST controls.
• Develop and execute UAT plans with government personnel.
• Create SOPs, user guides, and training decks.

Skills

ServiceNow ITSM

Agile/Scrum

Backlog management

Stakeholder communication

Jira or Azure DevOps

Process mapping

Mentoring juniors

Education

Bachelors degree

Information Systems or related field

Tools

Visio

Lucidchart

ServiceNow Admin (CSA)

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.