ServiceNow Business Analyst

Security/Citizenship:
Role Overview:

• We are looking for a ServiceNow Business Analyst to join our delivery team in Columbus.
• In this role, you will be responsible for bridging the gap between complex public sector business needs and technical ServiceNow solutions.
• You will work closely with stakeholders to elicit requirements, document process flows, and
  ensure that the platform delivers measurable value to the organization.
• The ideal candidate has a deep understanding of ServiceNow capabilities and can translate & government-speak into clear, actionable user stories for our development team all while operating within a FedRAMP-compliant framework.

Key Responsibilities: Requirement Elicitation: Lead discovery workshops and interviews with stakeholders to identify business pain points and define functional requirements for various ServiceNow modules (ITSM, ITOM, HRSD, etc.).
Process Mapping: Design and document As-Is and To-Be business processes using industry-standard modeling techniques, ensuring alignment with ServiceNow best practices and CSDM standards.
Story Authoring: Create high-quality User Stories with clear Acceptance Criteria in an Agile/Scrum environment. Manage and prioritize the product backlog in collaboration with the Engagement Lead.
Stakeholder Management: Manage expectations of diverse stakeholder groups, providing regular updates on project progress and demonstrating platform functionality through " show-and-tell " sessions.
UAT Coordination: Lead User Acceptance Testing (UAT) efforts, including the creation of test scripts, coordination of testing windows with client participants, and management of defect reporting.
Operational Readiness: Support Organizational Change Management (OCM) by creating training materials, user guides, and communication plans to ensure high platform adoption rates.
Compliance Alignment: Ensure all documented requirements and process designs respect the security constraints of a FedRAMP environment.

Required Qualifications:

• Experience: 5+ years as a Business Analyst, with at least 3 years specifically focused on the ServiceNow platform.
• Methodology: Strong experience working in Agile/Scrum environments and using tools like Azure DevOps, Jira, or ServiceNow Agile Development.
• Public Sector Context: Experience working with state, local, or federal government entities is highly preferred.
• Communication: Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical business owners.
• Onsite Commitment: Must be able to work onsite 5 days a week in Columbus, OH.

Certifications (Preferred):

• ServiceNow Certified System Administrator (CSA)
• ITIL v4 Foundations
• PMI-PBA (Professional in Business Analysis) or CBAP (Certified Business
  Analysis Professional)