ServiceNow Business Analyst

ServiceNow Analyst | Full-time • Remote • Secret Clearance Required

About the Role

Shape the platform that keeps enterprise IT running. As a ServiceNow Business Analyst, you'll sit at the intersection of business needs and technical delivery — gathering requirements, configuring workflows, and making sure the platform's documentation and training materials are always a step ahead. You'll work closely with engineers and stakeholders to translate operational needs into real platform value, while keeping continuity and reliability at the center of everything you do.

What You'll Own

Capture and clarify requirements for new or enhanced ServiceNow features — from ITSM processes to enterprise service workflows — turning stakeholder input into clear, actionable specs.

Configure the platform — workflows, forms, fields, catalogs, and reports — in support of incident, request, change, and related service management processes.

Own the documentation: maintain comprehensive records of configurations, architecture diagrams, data flows, and operational procedures for audits and continuity planning.

Support resilience by participating in backup, recovery, and disaster recovery planning and testing — validating procedures and keeping documentation current as the platform evolves.

Empower end users through user guides, knowledge base articles, and quick-reference materials that make ServiceNow capabilities accessible to everyone.

Collaborate with engineers and architects on complex enhancements — providing clean requirements, test cases, and UAT feedback to keep delivery on track.

Keep the lights on through routine operations monitoring, basic troubleshooting, issue documentation, and coordination with support teams.

Required Qualifications

Bachelor's in CS, IT, Engineering, or equivalent work experience

0–3 years in ServiceNow, ITSM, business/systems analysis, or related application support

Ability to translate business needs into functional requirements and clear, simple configurations

Familiarity with ServiceNow workflows, forms, reporting, and basic admin — or a comparable ITSM platform

Strong documentation skills: configuration records, procedures, and user-facing materials

U.S. citizenship and ability to obtain/maintain Public Trust clearance

Preferred Qualifications

Hands-on experience as a junior ServiceNow developer performing configuration, reporting, and workflow changes

ServiceNow Certified System Administrator, ITIL Foundation, or comparable entry-level certification

Exposure to O&M for enterprise ServiceNow instances, including performance, reliability, and scalability

Familiarity with federal or highly regulated environments using ServiceNow for enterprise service management