ServiceNow Business Analyst

We are seeking a Business Analyst (ServiceNow) to bridge the gap between enterprise stakeholders and our technical development team while providing peer leadership within the analysis team. In this role, you will lead project intake, extract complex technical requirements, and translate business needs into actionable user stories—utilizing the ServiceNow platform to manage the end-to-end intake and lifecycle.
 

As a senior team member, building trusted relationships and rapport with our customers is vital. You will actively collaborate with them to prioritize the product backlog and champion the project intake and Agile delivery process. In addition to core BA duties, you may perform Scrum Master functions to ensure the development team follows the Agile process and maintains accurate task tracking. You will also manage change requests, own the UAT process, and serve as a mentor and coach to elevate the skills of mid-level and associate business analysts on the team.

This role is remote within the US.  
 

Responsibilities

• Customer Rapport & Communication: Build and maintain strong, trusted relationships with enterprise customers and stakeholders. Act as the primary point of contact, ensuring clear, empathetic, and effective communication throughout the project lifecycle.
• Agile Backlog Management & Prioritization: Own and continuously update the product backlog within ServiceNow. Collaborate directly with customers to prioritize user stories based on business value, mission urgency, and operational readiness.
• Backlog Refinement Leadership: Lead regular backlog refinement sessions with the development team and stakeholders to ensure user stories are thoroughly refined, sized, and ready for upcoming sprints.
• PM Support / Scrum Master & Process Facilitation: Provide PM support as assigned, may perform Scrum Master duties to uphold Agile practices. Ensure the development team accurately updates their task inputs, story statuses, and effort tracking on the Agile board, while removing blockers to maintain delivery velocity.
• Mentorship & Team Leadership: Provide guidance, coaching, and mentorship to non-senior business analysts on the team. Help them refine their requirement-gathering techniques, improve their user story writing skills, and navigate complex stakeholder dynamics.
• Platform-Driven Project Intake: Lead discovery sessions with enterprise stakeholders to perform project intake, evaluate business needs, and define the scope for new modules and capabilities, managing all intake workflows directly within ServiceNow.
• Requirement Extraction & Agile Story Authoring: Translate high-level business goals into detailed, technical requirements for workflow automation and user experience enhancements. Author and manage all user stories, acceptance criteria, and product backlogs inside ServiceNow.
• Change Request Management: Create, submit, and manage formal Change Requests (CHGs) within ServiceNow to ensure all development efforts follow proper governance, scheduling, and risk mitigation protocols before production deployment.
• UAT Leadership & Sign-Off: Lead the end-to-end User Acceptance Testing (UAT) phase. Ensure comprehensive UAT test cases are created, coordinate testing cycles with business stakeholders, and secure formal sign-off documentation required for release.
• Developer Support & SDLC Facilitation: Partner closely with ServiceNow developers throughout the Agile SDLC, serving as the voice of the stakeholder, clarifying requirements, and unblocking delivery roadblocks.
• Governance Alignment: Ensure all extracted requirements, user stories, and proposed workflows strictly align with the FAA’s digital governance and enterprise architecture frameworks.
• Technical Documentation: Author and maintain comprehensive technical documentation, process maps, user guides, and operational integration plans to support successful platform adoption.
• Continuous Improvement: Relentlessly recommend, update and document process improvements in collaboration with the PM and Development team.
   

Required Skills and Experience

• Bachelor’s Degree in Information Technology + 3 years of relevant experience; Associates in Information Technology + 10 years of relevant experience; High School + 11 years of relevant experience.
• Experience in Agile project management.
• Skill in stakeholder discovery, project intake, and ServiceNow workflows.
• Knowledge of Change Request processes and governance in ServiceNow.
• Ability to support developers and resolve delivery issues in SDLC.
• Strong technical documentation abilities.
• Experience working on IT projects utilizing the PMI framework.
• Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.

Desired Skills and Experience

• ServiceNow certifications.
• Scrum Master/Agile experience.
• Experience supporting FedRamp authorized software.
• Results-Oriented: Maintains a strong sense of urgency, consistently follows through, and delivers on goals with minimal oversight.
• Entrepreneurial Mindset: Approaches challenges with resourcefulness and creativity, continuously seeking improvement and innovation.
• Takes Ownership: Assumes responsibility for outcomes and demonstrates a high degree of accountability and follow-through.
• Highly Motivated: Brings energy and enthusiasm to their work, setting ambitious goals and pushing boundaries to achieve them.