ServiceNow Business Process Analyst

Centurion; San Antonio (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Centurion in San Antonio, TX is seeking an experienced ServiceNow Business Process Analyst (BPA) with a Top Secret clearance to work on-site supporting USAF Defensive Cyber Systems PMO at Joint Base San Antonio. The BPA will lead workshops, capture requirements, and translate them into user stories and platform configurations.

You will partner with the ServiceNow team, participate in UAT, write test scripts, support training, and guide Agile ceremonies.

Qualifications

• Bachelor’s degree with 4+ years of experience or Master’s with 2+ years; US citizen.
• Minimum 2+ years of ServiceNow experience including ITSM, HAM, SAM, CMDB, ITOM and SPM.
• Minimum 5+ years in Business Process Analysis, including requirements writing and stakeholder engagement.
• Experience with Agile methodologies for systems engineering or software development.
• Excellent communication skills and ability to work with internal and external customers.

Responsibilities

• Lead workshops and stakeholder interviews to capture and document requirements.
• Analyze current-state workflows, identify gaps, and design future-state processes in ServiceNow.
• Translate business needs into user stories, acceptance criteria, forms, and basic configurations or dashboards.
• Serve as liaison between stakeholders and ServiceNow team; support UAT and test scripting.
• Contribute to end-user training, demos, and training materials; assist in Agile ceremonies and sprint work.

Skills

Business process analysis

Stakeholder interviews

Agile methodologies

UAT & testing

Communication & teamwork

Mentoring & leadership

Requirements gathering

Education

Bachelor’s degree in a relevant field

Master’s degree in a relevant field

Tools

Jira

ServiceNow

Job description

We are seeking an experienced ServiceNow Business Process Analyst (BPA) with a Top Secret Clearance for an on site role in San Antonio, TX

This is a new position to be a part of our team supporting USAF Defensive Cyber Systems Program Management Office at Joint Base San Antonio.

This position will support both internal and customer-facing projects involving the growth and sustainment of an enterprise service desk suite of tools specifically, ServiceNow. The ServiceNow BPA will work with the ServiceNow team to deliver solutions and day-to-day operations that ultimately ensure seamless support of the USAF to support an enhanced ServiceNow solution and end user experience.

Primary Responsibilities

• Be local to the San Antonio area and able to report on-site.
• Lead workshops and stakeholder interviews to capture, validate, and document detailed business and technical requirements.
• Analyze current-state workflows, conduct gap analyses, and design efficient future-state processes aligned with ServiceNow best practices.
• Translate business needs into user stories, acceptance criteria, forms, and basic platform configurations or dashboards.
• Serve as primary liaison between stakeholders and ServiceNow technical team.
• Support User Acceptance Testing (UAT), write test scripts, test cases and track defects.
• Assist in end-user training including delivering demos, creating training manuals and other documentation as needed.
• Follow the sprint cycles in JIRA and update stories/work accordingly.
• Perform administrative functions as needed.
• Accomplish all tasks via a combination of individual hands‑on effort and leadership of ServiceNow team members in the performance of these tasks.
• Lead team activities as needed, including those that are part of the Agile process such as scrum meetings.
• Support team activities and review work products to ensure implementation and testing is consistent with requirements and meets business needs.
• Provide status of team activities to management as needed.
• Mentor and develop team members, particularly in the areas of systems engineering, business analysis, requirements generation and associated ITIL and Agile best practices.
• Receive a moderate level of guidance and direction, able to work independently and in a team setting.
• No direct supervisory responsibilities but they may need to provide guidance/instructions to employees on the team when requested by other Developers, Solutions Architect/Technical Lead or Management.
• Clearance Required:
• Current active Secret clearance with the ability to obtain a TS/SCI clearance.
• Required Experience, Skills, and Education:
• Bachelor’s degree in relevant field with a minimum of 4 years’ experience or Master’s degree in relevant field with a minimum of 2 years’ experience. Additional years of experience and/or relevant certifications will be considered in lieu of degree.
• Must be a U.S. Citizen.
• Minimum of 2 years of ServiceNow experience including strong knowledge of the ITSM, HAM, SAM, CMDB, ITOM and SPM modules.
• Minimum of 5 years of Business Process Analysis experience, including gathering and documenting requirements, writing user stories and working with customers and stakeholders to define system needs.
• Ability to interact positively, collaborate, and communicate appropriately with team members and internal and external customers.
• Experience with use of Agile methodologies for systems engineering, software development and/or testing.
• Systems engineering experience, including generation of systems and software requirements.
• Experience leading small to medium teams or projects.
• Experience establishing goals and plans that meet project objectives.
• Customer interface experience, working across multiple levels of internal and customer stakeholders and reaching consensus on complex technical solutions.
• Excellent communications and teamwork skills.
• Preferred Experience, Skills, and Education:
• Knowledge and experience supporting DoD customers, specifically with commonly used DoD IT concepts, practices, and procedures.
• ServiceNow, ITIL v4, Agile and Jira Service Management certifications.
• Experience supporting the establishment of new operations and/or adoption of new capabilities.
• Knowledge of IATT / ATO processes for ServiceNow for a DoD customer.