REQ#: RQ213219Public Trust: None Requisition Type: Pipeline Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

A ServiceNow Business Analyst (BA) bridges business needs and technical solutions by gathering requirements, designing workflows, and implementing improvements within the ServiceNow platform, focusing on modules like ITSM, HRSD, and CSM, acting as a key liaison between stakeholders and developers, and ensuring solutions align with business objectives through testing and documentation. Key responsibilities include process mapping, user story creation, UAT, stakeholder management, and ensuring best practices, often using Agile/Scrum, with skills in platform configuration and sometimes scripting. 

Key Responsibilities

Requirement Gathering: Collaborate with users and stakeholders to elicit, analyze, and document business needs for new features or enhancements.Process Design: Map existing processes and design optimized workflows within ServiceNow, focusing on automation and efficiency.Solution Implementation: Translate requirements into user stories, functional specifications, and process flows for development teams.Testing & Validation: Participate in testing (UAT), create test cases, and ensure delivered solutions meet quality standards.Liaison: Act as the primary communicator between business stakeholders and technical teams.Support & Training: Assist with user training and documentation. 

Common ServiceNow Modules Involved

IT Service Management (ITSM): Incident, Problem, Change, Asset Management.Customer Service Management (CSM).HR Service Delivery (HRSD).Service Portal, Virtual Agent, CMDB. 

Typical Qualifications & Skills

Experience: Several years in Business Analysis, with specific experience in ServiceNow projects.Platform Knowledge: Solid understanding of the ServiceNow platform, its capabilities, and core modules.Methodologies: Familiarity with Agile/Scrum.Technical Skills (Vary): User Story writing, Process Mapping, Flow Designer, basic scripting (JavaScript), integration concepts.Certifications (Helpful): ITIL Foundation, ServiceNow Certified System Administrator/Business Analyst. 

Key Skills

Strong communication and stakeholder management.Problem-solving and critical thinking.Ability to bridge technical and non-technical communication. 

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