Business Analyst - Servicenow SAM

Business Analyst - SAM Location: Remote
Work Type: Remote
Remote Work: YES
Job Description
Gridiron IT is seeking a highly skilled and experienced Senior Business Analyst supporting the Department of the Air Force (DAF) Enterprise IT as a Service (EITaaS) program. This role is critical in bridging the gap between business needs and technical solutions, specifically focusing on our hardware and software asset management solutions. The ideal candidate will be an expert in Agile methodologies, adept at translating complex business requirements into actionable Epics, Features, and User Stories. A strong background in eliciting, analyzing, and documenting requirements, coupled with hands-on experience leveraging and optimizing the ServiceNow platform, is essential. You will play a pivotal role in driving efficiency, enhancing user experience, and ensuring our IT solutions align with strategic business objectives. This is a hands-on role requiring strong business analysis fundamentals, active participation in all phases of the Agile development lifecycle, and the ability to facilitate, communicate, and problem-solve across diverse teams.
Responsibilities:

• Proactively engage with business stakeholders, end-users, and technical teams to elicit, clarify, and thoroughly document complex business requirements for new and existing hardware and software initiatives.
• Conduct in-depth analysis of current state processes, identifying pain points and opportunities for improvement in hardware provisioning, software deployment, asset management, and IT service delivery.
• Perform gap analysis between current and desired future states, proposing practical and innovative solutions.
• Serve as an expert for customer hardware and software business requirements.
• Translate high-level business requirements into well-defined, actionable Epics, Features, and User Stories with clear acceptance criteria, ensuring they are ready for development teams.
• Collaborate closely with Product Owners, Scrum Masters, and Development Teams to refine and prioritize the product backlog.
• Facilitate Agile ceremonies such as sprint planning, backlog grooming, and sprint reviews, ensuring alignment between business expectations and delivered solutions.
• Champion Agile best practices within the IT organization and broader business units.
• Develop a deep understanding of the lifecycle of government hardware assets (e.g., procurement, deployment, maintenance, decommissioning) and software licenses (e.g., acquisition, usage, compliance).
• Analyze requirements related to system integrations, performance, security, and scalability for both hardware infrastructure and software applications.
• Work with architects and engineers to ensure proposed solutions are technically feasible and align with enterprise architecture standards.
• Leverage deep experience with the ServiceNow platform to analyze, design, and document solutions that optimize IT Service Management (ITSM), IT Asset Management (ITAM), Configuration Management Database (CMDB), and other relevant modules.
• Identify opportunities to enhance ServiceNow workflows, forms, reports, and integrations to meet evolving business needs.
• Act as a subject matter expert for ServiceNow capabilities, guiding stakeholders on optimal platform utilization.
• Build strong, collaborative relationships with stakeholders at all levels, including senior management, technical teams, and end-users.
• Communicate complex technical concepts clearly and concisely to non-technical audiences, and equally translate business needs effectively to technical teams.
• Facilitate workshops, presentations, and training sessions as needed
• Support User Acceptance Testing (UAT) by developing test cases, coordinating testing efforts, and validating solutions against business requirements.
• Assist in the creation of training materials and user documentation.
• Provide post-implementation support and continuous improvement recommendations.

Required Qualifications

• 12+ Years of relevant experience (Bachelor s Degree in relevant field may be substituted for 5 years of relevant experience).
• 5+ years of progressive experience as a Business Analyst, with at least 3 years focused on IT systems (hardware and software).
• 3+ years of hands-on experience working in an Agile development environment (Scrum, Kanban, SAFe), with a proven track record of converting requirements into Epics, Features, and User Stories.
• Demonstrable experience with ServiceNow, including knowledge of ITSM, ITAM, and CMDB modules. Experience with other modules (e.g., ITOM, HRSD, CSM) is a strong plus.
• Exceptional analytical, problem-solving, and critical thinking skills.
• Superior communication (written and verbal), presentation, and interpersonal skills, with the ability to influence and negotiate effectively.
• Proficiency in requirement elicitation techniques (e.g., interviews, workshops, surveys, prototyping).
• Experience with process modeling tools (e.g., Visio)
• Strong understanding of the Software Development Life Cycle (SDLC) and IT infrastructure principles.
• ServiceNow SAM pro experience

• Certifications such as CBAP (Certified Business Analysis Professional), CSM (Certified ScrumMaster), CSPO (Certified Scrum Product Owner), or SAFe certifications.
• ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist).
• ITIL Foundation certification.
• Experience with enterprise architecture concepts and design principles.
• Prior experience in Govt. contracting.

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information. Requires Secret Clearance.
Compensation and Benefits
Salary Range: 00 (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)

Benefits: Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron s benefits programs.

Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.

Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.