ServiceNow Business Analyst - NIH ITSM & ITOM Expert

General Dynamics Information Technology, Inc.; 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 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.