ServiceNow Business Analyst responsible for translating business needs into functional requirements on the ServiceNow platform. Collaborating with stakeholders and developers to design solutions.
About the role
- ServiceNow Product Owner leading implementation of ITSM solutions in an agile environment. Bridging technical teams and mission stakeholders for effective platform evolution and adoption.
Responsibilities
- Translate mission needs into actionable user stories and prioritized backlogs for the ServiceNow development team, ensuring alignment with organizational goals.
- Collaborate with internal customers, business process owners, and cross-functional teams to gather requirements, define success criteria, and continuously refine platform strategy.
- Work closely with developers, testers, and Scrum Masters in Agile ceremonies such as daily standups, sprint planning, reviews, and retrospectives, to ensure timely delivery of features and enhancements.
- Support ServiceNow platform governance by enforcing standards, ensuring alignment with enterprise architecture, and maintaining configuration integrity.
- Develop and deliver user training, documentation, and internal communications to increase platform literacy and user adoption across the organization.
- Lead change management efforts associated with new ServiceNow releases or capability rollouts, minimizing disruption and maximizing value delivered.
- Monitor platform usage, gather user feedback, and analyze metrics to drive continuous improvement initiatives.
Requirements
- 3+ years of experience working in Agile or Scrum environments
- 3+ years of experience with client delivery, change management boards, product roadmaps, requirements design, and key-value metrics
- Experience in a Product Owner or Business Analyst role in ServiceNow platform development and operations
- Experience leading training sessions or managing change initiatives
- Experience with ITIL best practices
- Knowledge of ServiceNow modules, including suites such as ITSM or ITOM
- Active TS/SCI clearance; willingness to take a polygraph exam
- HS diploma or GED and 7+ years of experience supporting IT projects and activities, Associate’s degree and 5+ years of experience supporting IT projects and activities, or Bachelor’s degree and 3+ years of experience supporting IT projects and activities
- DoD 8570.01-M Information Assurance Technician (IAT) Level II Certification such as Security+ CE, CCNA-Security, GSEC, SSCP, CySA+, GICSP, or CND Certification
Benefits
- health, life, disability, financial, and retirement benefits
- paid leave
- professional development
- tuition assistance
- work-life programs
- dependent care
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