ServiceNow Business Analyst (IT Customer Support Services)

Location: Remote (Supporting Quantico, VA)
Company: G2IT
Clearance Required: Active Secret
Schedule: Full-Time | Remote | Up to 10% Travel

Position Overview

G2IT is seeking an experienced ServiceNow Business Analyst to support the development, enhancement, and optimization of an enterprise ServiceNow IT Service Management (ITSM) platform for a Department of War agency.

The ServiceNow Business Analyst will serve as the primary liaison between government stakeholders, business users, and ServiceNow development teams. This individual will be responsible for gathering and documenting ServiceNow requirements, analyzing existing ITSM processes, identifying opportunities for workflow automation, and translating business needs into functional specifications for ServiceNow solutions.

The ideal candidate will have experience working with ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, Service Catalog, and Configuration Management Database (CMDB).

This position requires strong business analysis skills, an understanding of ServiceNow platform capabilities, and experience supporting ServiceNow enhancements and implementations in an Agile environment.

Key Responsibilities

Gather, analyze, and document business and functional requirements specifically for ServiceNow applications, ITSM modules, workflows, and platform enhancements.
Work directly with government stakeholders and ServiceNow developers to translate business requirements into actionable ServiceNow user stories, functional specifications, and acceptance criteria.
Analyze and document existing ServiceNow ITSM processes, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management.
Identify opportunities to improve ServiceNow workflows, automate manual processes, and enhance overall IT service delivery.
Support requirements gathering and process improvements for ServiceNow Service Catalog, Service Portal, CMDB, and automated request fulfillment workflows.
Conduct ServiceNow requirements workshops, stakeholder interviews, and process review sessions to identify system enhancements and new functionality.
Develop business process maps, workflow diagrams, gap analyses, and functional requirements documentation for ServiceNow development initiatives.
Collaborate with ServiceNow developers to ensure proposed solutions align with platform capabilities, business requirements, and ITSM best practices.
Support ServiceNow backlog management by creating and refining user stories, defining acceptance criteria, and participating in Agile sprint planning and demonstrations.
Assist with ServiceNow integration requirements involving Active Directory, external applications, reporting tools, and other enterprise systems.
Develop and execute User Acceptance Testing (UAT) scenarios for ServiceNow enhancements, workflows, Service Catalog items, and new platform functionality.
Validate completed ServiceNow development work against documented business requirements and coordinate stakeholder acceptance.
Support the IT Capability Request (ITCR) process by evaluating new ServiceNow functionality requests, documenting requirements, and preparing recommendations for government review.
Maintain ServiceNow requirements documentation, traceability matrices, process workflows, and project status reports.
Collaborate with technical teams to support ServiceNow releases, system enhancements, and change management activities.
Prepare presentations, reports, and briefing materials to communicate ServiceNow development progress, business requirements, and recommended improvements.

Required Qualifications

Bachelor's degree and a minimum of 3 years of related experience. An additional 4 years of relevant experience may be substituted for the degree.
Must be a U.S. Citizen.
Must possess an active DoD Secret clearance (favorably adjudicated T3/T3R).
Minimum of 3 years of experience as a Business Analyst, Systems Analyst, or Requirements Analyst supporting IT projects.
Experience working directly with ServiceNow ITSM implementations, enhancements, or platform development projects.
Working knowledge of ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Service Catalog.
Experience gathering and documenting business and functional requirements for ServiceNow workflows, applications, and platform enhancements.
Experience translating ServiceNow business requirements into user stories, functional specifications, and acceptance criteria for development teams.
Familiarity with ServiceNow Service Catalog, Service Portal, CMDB, and workflow automation capabilities.
Experience conducting business process mapping, workflow analysis, and gap assessments within ITSM environments.
Experience collaborating with ServiceNow developers, administrators, and technical stakeholders throughout the software development lifecycle.
Experience working in Agile environments, including backlog refinement, sprint planning, and User Acceptance Testing.
Strong understanding of IT Service Management processes and ITIL principles.
Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Visio.
Strong analytical, problem-solving, communication, and stakeholder management skills.
Ability to work independently and collaborate with technical and non-technical stakeholders.

Preferred Qualifications

ServiceNow Certified System Administrator (CSA).
ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM).
ITIL 4 Foundation certification.
Business analysis certifications such as CBAP, CCBA, ECBA, or PMI-PBA.
Experience supporting ServiceNow implementations or modernization initiatives within DoD or federal government environments.
Experience with ServiceNow Flow Designer, IntegrationHub, Virtual Agent, Performance Analytics, and reporting dashboards.
Familiarity with ServiceNow integrations using REST/SOAP APIs, LDAP, and Active Directory.
Experience supporting ServiceNow CMDB data quality, Configuration Management, and Discovery requirements.
Experience developing ServiceNow test scenarios and coordinating UAT with government stakeholders.
Familiarity with Agile project management tools such as Jira or Azure DevOps.
Experience preparing business cases, alternatives analyses, and cost-benefit assessments.
Familiarity with Power BI and customer experience reporting.

Annual Salary: $100,000–$125,000, depending on experience and qualifications.

ServiceNow Business Analyst (IT Customer Support Services)