[Hiring] Senior ServiceNow Business Analyst @Improvix Technologies

Role Description

Improvix Technologies is hiring a Senior ServiceNow Business Analyst to lead requirements gathering and process design for our federal agency clients. You are the gatekeeper of the backlog — nothing reaches sprint planning without meeting the Definition of Ready, and you're the one who decides. You'll mentor junior analysts and developers, run peer reviews on functional designs, and tell government stakeholders, diplomatically, when the customization they're asking for is going to cost them for years.

• Requirements Gathering & Management
  • Lead client workshops and focus groups to elicit, analyze, and document business requirements aligned to agency mission goals.
  • Translate high-level business needs into comprehensive user stories, acceptance criteria, and functional specifications within Agile/Scrum.
  • Conduct gap analysis between current legacy processes and ServiceNow out-of-the-box functionality.
  • Partner with the Agile Coach to design, document, and roll out Agile processes and SOPs that drive consistency across all ServiceNow delivery teams.
• Quality Assurance & Mentorship
  • Backlog gatekeeper.
  • Review every user story for accuracy, completeness, and ambiguity. Nothing enters sprint planning without meeting the Definition of Ready.
  • Mentorship: Guide junior analysts and developers on business context, federal domain constraints, and ServiceNow best practices.
  • Peer review: Review functional designs and test scripts to hold quality standards across the delivery team.
• Solution Design & Process Mapping
  • Develop process maps, workflows, and data models that make end-to-end service delivery visible.
  • Advise government stakeholders on ServiceNow best practices, steering them away from customization that becomes technical debt.
  • Work with system architects to confirm functional designs are technically feasible.
• Federal Compliance & Governance
  • Ensure solution designs meet federal IT standards, including Section 508 accessibility and FISMA/NIST security controls.
• Testing, Training & Adoption
  • Develop and execute UAT plans — writing test scripts and coordinating testing sessions with government personnel.
  • Produce federal-grade deliverables: SOPs, user guides, and training decks.

Qualifications

• 5+ years as a business analyst, including 3+ years dedicated to the ServiceNow platform.
• Proven experience in federal contracting — DoD, DHS, or civilian agencies.
• Deep knowledge of ServiceNow ITSM plus at least one other major workflow (ITOM, HRSD, SPM, ITAM, or custom applications).
• Hands-on backlog management in Jira, ServiceNow Agile, or Azure DevOps.
• Proficiency with Visio, Lucidchart, or similar process-mapping tools.
• Demonstrated experience delivering in an Agile/Scrum environment.
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
• ServiceNow Certified System Administrator (CSA) and ITIL v4 Foundation (or higher).
• U.S. citizenship, and the ability to obtain and maintain a Secret clearance.

Requirements

• Project Management Professional (PMP) or Agile certifications — CSM, SAFe PO/PM, or similar.
• Additional ServiceNow certifications (CAD, or any Certified Implementation Specialist).
• Experience writing SOPs or process documentation adopted across multiple delivery teams.
• Prior work on Section 508 accessibility remediation or FISMA/NIST control documentation.
• An active Secret clearance already in hand.

Benefits

• Competitive compensation and performance-based incentives.
• 401(k) with company match.
• Three weeks of paid annual leave that increases with tenure.
• Comprehensive medical, dental, and vision insurance.
• Life insurance and disability coverage.
• Transit and commuting benefits.
• Professional development and paid training opportunities.