ServiceNow Business Analyst – 100% Remote (REF1788G – TO3)

Company Description

Citizant is a leading provider of professional IT services to the U.S. government. We seek to address some of our country’s most pressing challenges in the areas of Agile application development, Enterprise Data Management, Enterprise Architecture, and Program Management support services – focusing on the U.S. Departments of Homeland Security and Treasury. We strive to hire only ethical, talented, passionate, and committed “A Players” who already align with the company’s core values: Drive, Excellence, Reputation, Responsibility, and a Better Future. No matter how large we grow, Citizant will retain its collaborative, supportive, small-company culture, where successful team effort to address external and internal customer challenges is valued above all individual contributions.

Job Description

The ServiceNow Business Analyst is key in bridging the gaps between IT business needs and the ServiceNow platform. They negotiate with stakeholders at all levels, from team members to executives across FDIC Divisions and Offices, to gather requirements, analyze processes, and ensure the successful implementation of HR and Workplace Service Delivery solutions through ServiceNow.

The Salary for this position is up to $135,000 (depending on experience)

Key Responsibilities:
Requirements Gathering & Analysis

• Collaborate with business users to understand their needs and evaluate new, unused, or underutilized features. Present these features to key FDIC stakeholders for consideration in an upcoming release or inclusion in the roadmap.
• Document business requirements, user stories, and acceptance criteria.
• Translate business needs into functional and technical requirements for ServiceNow.

Process Improvement & Optimization

• Analyze existing workflows, associate them with the proper product or portfolio suites, and recommend process improvements.
• Advise on innovative approaches to process automation in the operational activities these suites are designed to improve. Identify opportunities for the FDIC to obtain business value from ServiceNow’s offerings, data reuse, and configurations.
• Identify opportunities for automation and efficiency gains.
• Collaborate and comply with necessary FDIC governance bodies, such as the Configuration Technical Review Board (CTRB), Configuration Control Board (CCB), and Security Impact Assessment (SIA) reviews, and follow the FDIC-defined release management process and guidelines.
• Align ServiceNow capabilities with industry best practices.

Stakeholder Collaboration

• Act as a liaison between business teams, developers, and administrators.
• Facilitate workshops, interviews, and meetings to gather insights.
• Communicate technical solutions in a way that business users understand.

UAT Support

• Work with administrators and developers to implement changes.
• Support system testing, user acceptance testing (UAT), and deployment.
• Reporting & Dashboards
• Define reporting needs and build dashboards for business insights.
• Monitor HR and Workplace Service Delivery application usage and recommend enhancements based on feedback.
• Utilize ServiceNow Performance Analytics to monitor key performance metrics.
• Ensure data accuracy and compliance with business reporting standards.

Documentation & Training

• Create process documentation, Standard Operating Procedures (SOPs), and training materials.
• Conduct user training sessions to enhance adoption.
• Maintain documentation on system changes and configurations.

Qualifications

Required Competencies:

• Strong working knowledge of ServiceNow modules (ITSM, ITOM, HRSD, etc.).
• Experience in business process analysis and workflow automation.
• Ability to create user stories, process flows, and functional specifications.
• Familiarity with Agile/Scrum methodologies.
• Strong analytical, critical thinking, and problem-solving abilities
• Demonstrated experience presenting and negotiating with stakeholders at all levels, from team members to executives.
• 2+ years of overall software-related technical analysis experience
• 2+ years of experience with agile work item management and agile-based requirement methods
• Ability to handle multiple projects and work-streams simultaneously

Education:

• A Bachelor’s degree in a related field is preferred
• Certification(s) in Business Analysis preferred

Clearance Requirements:

• Must be a US Citizen
• Must have a Public Trust clearance or the ability to obtain one.

Additional Information

Citizant strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits, as well as the opportunity for personal and professional development.

Citizant 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.

Originally posted on Himalayas