The Senior Business Analyst will lead business analysis and product ownership for the ServiceNow platform, ensuring alignment between business needs, technical delivery, and strategic goals. This role requires strong expertise in ServiceNow modules—especially Strategic Portfolio Management (SPM)—and experience advancing agile delivery and stakeholder collaboration within large-scale modernization programs.
Responsibilities
- Lead business analysis across all ServiceNow modules by conducting discovery workshops, customer journey mapping, and defining user personas to gather functional and non-functional requirements.
- Convert high-level business objectives into detailed epics, user stories, and acceptance criteria, maintaining a clear, prioritized backlog in close coordination with stakeholders.
- Act as Product Owner, defining the vision, roadmap, and value delivery for ServiceNow capabilities including ITSM, WSD, HAM, SAM, IRM, ITOM, SecOps, and SPM.
- Facilitate backlog refinement, sprint planning, and prioritization to align delivery with program goals and funding constraints.
- Verify sprint deliverables against acceptance criteria and manage User Acceptance Testing (UAT) to ensure quality, compliance, and user satisfaction before release.
- Create comprehensive knowledge articles, training content, and communication materials to drive user adoption and platform proficiency.
- Support agile planning activities, including risk tracking, dependency management, and milestone monitoring across sprints and releases.
- Lead Pre-Project Planning, Decomposition, and Readiness Reviews to align technical design, scope, and cost estimates across teams and vendors.
- Collaborate with project managers and federal swimlane leads to ensure adherence to governance, configuration management, and change control processes.
- Maintain complete project documentation, including decision logs, action trackers, and communication records to promote transparency and accountability.
- Build strong relationships with business owners, solution architects, and technical teams to ensure solutions meet both operational and strategic requirements.
- Drive continuous improvement by evaluating process performance, user feedback, and platform metrics to identify automation and optimization opportunities.
- Coordinate integration strategies, intake workflows, and release planning across agencies, vendors, and internal teams.
- Support cross-module data consistency and workflow alignment between IT, HR, Finance, and Procurement functions.
Requirements
- Bachelor’s degree in Information Systems, Business Administration, or an IT-related field.
- Minimum of four years of progressive experience in ServiceNow-focused roles such as Business Analyst or Product Owner.
- Proven expertise in multiple ServiceNow modules, including ITSM, WSD, HAM, SAM, IRM, ITOM, SecOps, with strong emphasis on SPM.
- Solid understanding of Agile methodologies such as Scrum and SAFe, with demonstrated experience managing agile ceremonies and sprint cycles.
Nice to Have
- ServiceNow Certified System Administrator (CSA).
- One or more ServiceNow Implementation Specialist certifications (e.g., ITSM, ITAM, IRM, SPM).
- Certification in Agile or project management (e.g., CSPO, PMI-ACP, SAFe Agilist, PMP).
- Experience supporting or managing federal government programs.
- Track record of leading AI/ML, automation, or analytics initiatives within ServiceNow environments.
Tech Stack
ServiceNow, ITSM, WSD, HAM, SAM, IRM, ITOM, SecOps, SPM, Agile, Scrum, SAFe, AI/ML
Benefits
- Health, dental, and vision insurance
- Retirement savings plan with employer contributions
- Paid time off and holidays
- Professional development and certification support
Compensation
Competitive salary based on experience and qualifications
Work Arrangement
Hybrid or remote options available, subject to project and agency requirements
Team
Collaborates with project managers, federal swimlane leads, solution architects, technical leads, agencies, vendors, and internal program offices; may supervise small teams of analysts or junior staff.
- Emphasis on professional development and cross-functional teamwork.
- Commitment to transparency, accountability, and stakeholder engagement.
- Focus on innovation, continuous improvement, and modernization in enterprise systems.
Additional Information
- Must serve as Product Owner for ServiceNow capabilities.
- Must lead discovery workshops, journey mapping, and persona development.
- Must manage stakeholder expectations and maintain a prioritized backlog.
- Must facilitate agile ceremonies such as sprint planning and backlog grooming.
- Must validate sprint outcomes and oversee User Acceptance Testing (UAT).
- Must create training materials and knowledge articles to support user adoption.
- Must maintain project documentation including decision logs and action trackers.
- Must coordinate with vendors and agencies on integration and release planning.
- Must support federal government program requirements and governance standards.
- Must champion continuous improvement and automation initiatives.
- Must stay current with ServiceNow releases, features, and best practices.
- Must support cross-module data integrity across IT, HR, Finance, and Procurement workflows.
Not available
