ServiceNow Business Analyst – Mid Level

New River Systems Corporation; Northern (KY); Hybrid; USD 135,000 - 160,000; Full time

Job summary

New River Systems is seeking a ServiceNow Business Analyst to serve as the bridge between government stakeholders and the technical delivery team in support of Defense and Intelligence Community customers.

The Business Analyst elicits, analyzes, documents, and validates business requirements; translates organizational needs into user stories and functional specifications that Developers can implement on the ServiceNow platform; configures ServiceNow reporting and performance analytics to monitor

Qualifications

• Two+ years of business analyst experience in ServiceNow or ITSM environments.
• Experience with ServiceNow implementation and reporting.
• ITIL 4 Foundation certification.
• ServiceNow CSA certification.
• Strong analytical and communication skills.

Responsibilities

• Provides consulting and recommendations to managers and workforce on quality and process improvement initiatives.
• Develops and facilitates discovery sessions, workshops, planning meetings, training sessions, and process improvement meetings.
• Proposes, tailors, and develops quality/process re-engineering improvement efforts with documentation.
• Conducts benchmarking, activity modeling, and surveys.
• Gathers, analyzes, and quantifies performance data and measurements.
• Configures ServiceNow reporting functions (dashboards, reports, and metrics) and monitors status and performance.
• Reviews performance and reports monthly for analytics enhancements.

Skills

ServiceNow

Requirements elicitation

Requirements analysis

Stakeholder facilitation

Reporting & analytics

Documentation

Agile practices

Education

High School Diploma/GED

Associate Degree

Bachelor's Degree

Master's Degree

PhD

Tools

ServiceNow

BPMN

Job description

Location: Remote Eligible Locations: AL, AZ, CO, DC, FL, GA, IL, IN, LA, MD, MI, MS, NV, NJ, NC, NJ, OH, PA, SC, TN, TX, VA

Clearance: Tier 1 Investigation (Background Check & Fingerprint)

New River Systems is seeking a ServiceNow Business Analyst to serve as the bridge between government stakeholders and the technical delivery team in support of Defense and Intelligence Community customers. The Business Analyst elicits, analyzes, documents, and validates business requirements; translates organizational needs into user stories and functional specifications that Developers can implement on the ServiceNow platform; configures ServiceNow reporting and performance analytics to monitor operational health; and ensures delivered solutions align with the customer’s mission objectives. For contract purposes this position maps to the Process Improvement/Process Re-Engineering Analyst labor category; in practice it requires distinct competencies in requirements engineering, stakeholder facilitation, and ServiceNow platform knowledge, and works closely with Business Process Consultants, Developers, and Test Engineers to maintain end-to-end traceability from requirement to validated solution.

At Level 2, the Business Analyst independently owns requirements for ServiceNow implementations, facilitates workshops with government stakeholders, and may lead a task or workstream. Guidance is needed only in new or uncertain situations. Readiness is demonstrated by delivery breadth across multiple functional areas and the ability to perform gap analysis against out-of-the-box capabilities.

What We’re Looking For

• Independently elicits and documents requirements for ServiceNow implementations


• Facilitates requirements workshops with government stakeholders


• Creates detailed functional specifications and process flow documentation (BPMN)


• Performs gap analysis between current-state processes and ServiceNow out-of-the-box capabilities


• Manages requirements traceability across multiple ServiceNow functional areas


• Configures dashboards, reports, and Performance Analytics indicators to answer operational questions

Career Pathway

• Next step: ServiceNow Business Analyst Level 3, or lateral transition to Business Process Consultant Level 1–2 (natural progression for those with consulting aptitude)


• Lateral option: Test Engineer Level 2 (strong requirements knowledge aids test design)


• May serve as Product Owner (primary home for BA L2+)


• Mentoring: paired with a Level 3 BA or a cross-role mentor (BPC) to build cross-functional skills

Job Duties:

• Provides consulting and recommendations to managers, supervisors, and the workforce on the implementation of quality and process improvement initiatives


• Develops and facilitates discovery sessions, workshops, planning meetings, training sessions, and process improvement meetings


• Proposes, tailors, and develops quality/process re-engineering improvement efforts (including applicable documentation) to provide return on investment or operational improvement


• Conducts benchmarking, activity modeling, and surveys


• Gathers, analyzes, and quantifies performance data and measurements


• Able to gather data and work with technical subject matter experts


• Configures ServiceNow reporting functions (dashboards, reports, and metrics) and any additional reporting functions identified by the SMO to monitor ServiceNow operational status and performance


• Continuously reviews performance and reports at least monthly on recommendations for additional analytics intended to increase efficiency or effectiveness


• Selects ServiceNow key performance indicators (KPIs) and displays them in real time or provides them in reports, as directed by the SMO, to indicate system and application health, status, and performance


• Provides recommendations for rapid solution development and error-free implementation techniques for services that satisfy DIA business needs, grounded in an understanding of DoD and IC missions and the requirements management process


• Assists in conducting research on products to meet agreed-upon requirements and to support purchasing efforts


• Creates process models, specifications, diagrams, and charts to provide direction to developers and/or the project team


• Elicits, analyzes, specifies, and validates the business needs of stakeholders, whether customers or end users


• Conducts interviews to gather customer requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods


• Identifies and establishes scope and parameters of requirements analysis on a project-by-project basis to define project impact, outcome criteria, and metrics


• Works with stakeholders and the project team to prioritize collected requirements

Core Competency Areas

• Requirements Engineering: Elicitation (interviews, workshops, observation, document analysis); user stories, acceptance criteria, and use cases; requirements traceability and management


• ServiceNow Platform Knowledge: Out-of-the-box capabilities across ITSM, HRSD, ITAM, CSM, and SecOps; data model, forms, lists, workflows, and reporting


• Reporting & Performance Analytics: Dashboards, reports, KPI selection and definition; Performance Analytics indicators; translating operational questions into measurable metrics


• Process Analysis: Current-state and future-state mapping, gap analysis, impact and feasibility analysis within ServiceNow contexts


• Stakeholder Management: Facilitating requirements workshops, managing competing priorities, communicating trade-offs, building consensus across government stakeholders


• Agile Practices: Story writing, backlog grooming, sprint planning participation, acceptance criteria definition, demo/review facilitation

Required Qualifications:

• Minimum two years of business analyst experience in ServiceNow or IT service management environments


• Experience with ServiceNow implementation and reporting


• Proven experience with business and technical requirements analysis, elicitation, modeling, and verification


• Excellent analytical, mathematical, and creative problem-solving skills


• Excellent listening, interpersonal, written, and oral communication skills

To be successful in this role, you’ll need:

• Skills & Tasks — Complex: develops new concepts/processes; analyzes root causes; supports junior staff; performs all lower-level tasks


• Work / Leadership — Leadership/Management: participates on integrated teams; may lead a task, project, or team


• Guidance — Requires guidance only in new or uncertain situations; provides guidance to lower-level staff


• Scope of Influence — Leads tasks; contributes across workstreams

Must meet degree and years of experience criteria below:

• High School Diploma/ GED 8


• Associates Degree 6


• Bachelors Degree 4


• Masters Degree 2


• PhD 0

Required Certifications

• ITIL 4 Foundation


• ServiceNow Certified System Administrator (CSA)

Desired Certifications

• IIBA CCBA or PMI-PBA


• ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)


• Certified Scrum Product Owner (CSPO) or PSPO I

Salary Range: $135-160,000. The final offered salary will be based on several factors, including but not limited to the candidate’s depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position

New River Systems is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, nation origin, disability, protected veteran status or any other factor protected by law.