ServiceNow Senior Business Analyst

Accenture; Arlington (VA); On-site; USD 112,000 - 222,000; Full time

Job summary

Accenture Federal Services is seeking a seasoned business analysis lead for ServiceNow implementations in support of ITSM/ITOM processes. The role requires mentoring BA teams, shaping requirements, and ensuring alignment with federal standards and best practices.

You will drive end-to-end analysis, facilitate stakeholders across programs, and translate business needs into well-formed user stories and acceptance criteria for development teams.

Qualifications

• Business analysis experience with focus on ServiceNow implementations and ITSM/ITOM processes.

Responsibilities

• Leads end to end analysis activities including business process decomposition, to be design, journey mapping, and detailed requirements definition.
• Facilitates complex stakeholder discussions, navigates competing priorities, and drives consensus on functional direction.
• Crafts high quality user stories, detailed acceptance criteria, process flows, and supporting documentation that enable clear, efficient development.
• Advises business partners on platform capabilities and process optimization opportunities to ensure alignment with best practices.
• Leads discovery sessions, workshops, and requirements elicitation activities with stakeholders and subject matter experts.
• Develops comprehensive process documentation including current state assessments, gap analysis, and future state designs.
• Translates complex client requirements into well-structured user stories and acceptance criteria for development teams.
• Supports backlog prioritization, UAT strategy, readiness planning, and change adoption efforts.
• Mentors junior analysts and contributes to BA practice maturity across the program.
• Conducts business process analysis identifying optimization opportunities and efficiency improvements.
• Validates solutions against requirements ensuring functional alignment and business value delivery.
• Collaborates with technical teams translating business requirements into technical specifications.
• Ensures requirements traceability from initial discovery through solution delivery and validation.

Skills

ServiceNow

Business analysis

Stakeholder management

Job description

Job Description :

Leads business analysis activities for ServiceNow implementations, supporting the ServiceNow project, acting as the functional process and requirements authority for ServiceNow products. Provides strategic guidance on business process optimization, requirements definition, and solution validation while bridging the gap between business needs and technical implementation. Mentors business analysts and establishes analysis standards ensuring alignment with federal requirements and ServiceNow best practices.

The work you\'ll do :

• Leads end to end analysis activities including business process decomposition, to be design, journey mapping, and detailed requirements definition.

• Facilitates complex stakeholder discussions, navigates competing priorities, and drives consensus on functional direction.

• Crafts high quality user stories, detailed acceptance criteria, process flows, and supporting documentation that enable clear, efficient development.

• Advises business partners on platform capabilities and process optimization opportunities to ensure alignment with best practices.

• Leads discovery sessions, workshops, and requirements elicitation activities with stakeholders and subject matter experts.

• Develops comprehensive process documentation including current state assessments, gap analysis, and future state designs.

• Translates complex client requirements into well-structured user stories and acceptance criteria for development teams.

• Supports backlog prioritization, UAT strategy, readiness planning, and change adoption efforts.

• Mentors junior analysts and contributes to BA practice maturity across the program.

• Conducts business process analysis identifying optimization opportunities and efficiency improvements.

• Validates solutions against requirements ensuring functional alignment and business value delivery.

• Collaborates with technical teams translating business requirements into technical specifications.

• Ensures requirements traceability from initial discovery through solution delivery and validation.

Here\'s what you\'ll need :

• Business analysis experience with focus on ServiceNow implementations and ITSM/ITOM processes

Bonus points if you have :

• Federal government experience

• ITIL Foundation and ServiceNow CSA

• Lean Six Sigma or comparable process improvement certification

• CBAP

• PMI PBA

Security clearance :

• Active TS/SCI with Poly security clearance is required

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia . The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. (https://www.accenture.com/us-en/careers/your-future-rewards-benefits) We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is:

$111,800—$221,800 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of theAccenture Federal Services Equal Opportunity Policy Statement. (https://afscommunities.force.com/careers/s/equal-opportunity-annual-policy)

Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Aff…

Requesting An Accommodation

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you __ are being considered for employment opportunities with Accenture Federal Services andneed anaccommodation for a disability or religious observanceduring the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company\'s legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here (https://www.accenture.com/us-en/careers/life-at-accenture/e-verify-legal-notices) for additional important information.