[Hiring] Senior ServiceNow Business Analyst @ITC Federal

Role Description

ITC is seeking a Senior ServiceNow Business Analyst to lead requirements gathering and process design for our federal agency clients. Serving as the gatekeeper of the product backlog, the Senior ServiceNow Business Analyst ensures no user story reaches sprint planning without meeting the Definition of Ready. This role bridges federal mission requirements and the technical teams who build against them—mentoring junior analysts and developers, conducting peer reviews of functional designs, and advising government stakeholders on ServiceNow best practices to avoid customizations that create long-term technical debt.

Responsibilities

• 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 an Agile/Scrum framework.
  • Conduct gap analysis between current legacy processes and ServiceNow out-of-the-box functionality.
  • Partner with the Agile Coach to design, document, and implement Agile processes and SOPs that drive consistency across all ServiceNow delivery teams.
• Quality Assurance & Mentorship
  • Serve as backlog gatekeeper, reviewing all user stories for accuracy, completeness, and ambiguity to ensure nothing enters sprint planning without meeting the Definition of Ready.
  • Mentor junior analysts and developers on business context, federal domain constraints, and ServiceNow best practices.
  • Conduct peer reviews of functional designs and test scripts to maintain quality standards across the delivery team.
• Solution Design & Process Mapping
  • Develop process maps, workflows, and data models that visualize end-to-end service delivery.
  • Advise government stakeholders on ServiceNow best practices, steering them away from customizations that create technical debt.
  • Collaborate 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 User Acceptance Testing (UAT) plans, including writing test scripts and coordinating testing sessions with government personnel.
  • Produce federal-grade deliverables, including SOPs, user guides, and training materials.

Qualifications

• 5+ years of experience as a business analyst, including 3+ years dedicated to the ServiceNow platform.
• Proven experience in federal contracting supporting 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 experience in Jira, ServiceNow Agile, or Azure DevOps.
• Proficiency with Visio, Lucidchart, or similar process-mapping tools.
• Demonstrated experience delivering in an Agile/Scrum environment.

Requirements

• Bachelor's Degree in Computer Science, Information Systems, Business Administration, or a related field from an accredited University.
• ServiceNow Certified System Administrator (CSA) certification.
• ITIL v4 Foundation certification (or higher).
• 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.

Benefits

• Health, Dental and Vision
• 401(k)
• Flexible Spending Account (FSA)
• 11 Paid Federal Holidays
• PTO
• Education reimbursement

Security Clearance Requirements

• Must have, at minimum, an active Interim Secret security clearance, with the ability to obtain and maintain a final Secret clearance.
• U.S. Citizenship is required due to the nature of this government contract.

Work Environment and Physical Demands

This is a fully remote position within the U.S. Candidate must be available during East Coast business hours for client workshops and stakeholder sessions; occasional travel may be required for major planning events. No relocation or office reporting is expected.