ServiceNow Business Analyst

Responsibilities

The Senior ServiceNow Business Analyst will lead requirements gathering, process design, and backlog management for federal agency clients. They are responsible for mentoring junior staff, ensuring quality standards, and advising stakeholders on ServiceNow best practices.

Requirements

Candidates must have at least 5 years of business analysis experience, including 3 years specifically with the ServiceNow platform. A bachelor's degree, U.S. citizenship, and the ability to obtain a Secret clearance are required.

Skills

• ServiceNow
• Business Analysis
• Requirements Gathering
• Agile
• Scrum
• Backlog Management
• ITSM
• Process Mapping
• Federal Contracting
• UAT
• Technical Writing
• Stakeholder Management
• Mentorship
• FISMA
• NIST
• Section 508

Benefits

• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Paid annual leave
• Life insurance
• Disability coverage
• Transit and commuting benefits
• Professional development and paid training opportunities
• Performance-based incentives

About this role

Senior ServiceNow Business Analyst

Improvix Technologies | Federal Programs | Fully Remote

Compensation: $145,000 – $165,000

Location: Fully Remote (U.S.)

Clearance: Active Secret clearance required; willing to sponsor new clearances for qualified candidates

Employment Type: Full-Time

A BA ROLE WITH ACTUAL AUTHORITY

Plenty of business analyst jobs are really note-taking jobs: sit in the meeting, write down what the client said, hand it to the developers, hope it survives contact. This one is built differently.

Improvix Technologies is hiring a Senior ServiceNow Business Analyst to lead requirements gathering and process design for our federal agency clients. You are the gatekeeper of the backlog — nothing reaches sprint planning without meeting the Definition of Ready, and you're the one who decides. You'll mentor junior analysts and developers, run peer reviews on functional designs, and tell government stakeholders, diplomatically, when the customization they're asking for is going to cost them for years.

It's the bridge role between federal mission requirements and the technical teams who build against them — and it comes with the standing to do it properly.

WHY ANALYSTS TAKE THIS ROLE

* Fully remote, and no clearance required to start. Federal ServiceNow work is usually tied to a building and a clearance you already hold. This is remote, and we sponsor the Secret.
* You own the quality bar. Backlog gatekeeper is a real mandate here, not a title. If a story is ambiguous, it doesn't move.
* Influence over how the program runs. You'll work with the Agile Coach to design the SOPs and processes used across every ServiceNow delivery team — not just your own.
* Mentorship built into the job. Growing junior analysts and developers is part of the role description, not something you squeeze in after hours.
* Room to grow. We staff ServiceNow architects and developers on these programs too. There are paths from here, and people who've taken them.

WHAT YOU'LL OWN

Requirements Gathering & Management

* Lead client workshops and focus groups to elicit, analyze, and document business requirements aligned to agency mission goals.
* Translate high-level business needs into comprehensive user stories, acceptance criteria, and functional specifications within Agile/Scrum.
* Conduct gap analysis between current legacy processes and ServiceNow out-of-the-box functionality.
* Partner with the Agile Coach to design, document, and roll out Agile processes and SOPs that drive consistency across all ServiceNow delivery teams.

Quality Assurance & Mentorship

* Backlog gatekeeper. Review every user story for accuracy, completeness, and ambiguity. Nothing enters sprint planning without meeting the Definition of Ready.
* Mentorship. Guide junior analysts and developers on business context, federal domain constraints, and ServiceNow best practices.
* Peer review. Review functional designs and test scripts to hold quality standards across the delivery team.

Solution Design & Process Mapping

* Develop process maps, workflows, and data models that make end-to-end service delivery visible.
* Advise government stakeholders on ServiceNow best practices, steering them away from customization that becomes technical debt.
* Work with system architects to confirm functional designs are technically feasible.

Federal Compliance & Governance

* Ensure solution designs meet federal IT standards, including Section 508 accessibility and FISMA/NIST security controls.

Testing, Training & Adoption

* Develop and execute UAT plans — writing test scripts and coordinating testing sessions with government personnel.
* Produce federal-grade deliverables: SOPs, user guides, and training decks.

WHAT YOU BRING

* 5+ years as a business analyst, including 3+ years dedicated to the ServiceNow platform.
* Proven experience in federal contracting — DoD, DHS, or civilian agencies.
* Deep knowledge of ServiceNow ITSM plus at least one other major workflow (ITOM, HRSD, SPM, ITAM, or custom applications).
* Hands-on backlog management in Jira, ServiceNow Agile, or Azure DevOps.
* Proficiency with Visio, Lucidchart, or similar process-mapping tools.
* Demonstrated experience delivering in an Agile/Scrum environment.
* Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
* ServiceNow Certified System Administrator (CSA) and ITIL v4 Foundation (or higher).
* U.S. citizenship, and the ability to obtain and maintain a Secret clearance.

BONUS POINTS

* Project Management Professional (PMP) or Agile certifications — CSM, SAFe PO/PM, or similar.
* Additional ServiceNow certifications (CAD, or any Certified Implementation Specialist).
* Experience writing SOPs or process documentation adopted across multiple delivery teams.
* Prior work on Section 508 accessibility remediation or FISMA/NIST control documentation.
* An active Secret clearance already in hand.

On remote work: this role is fully remote within the U.S. You'll need to be available during East Coast business hours for client workshops and stakeholder sessions, and occasional travel may come up for major planning events — but there's no expectation that you relocate or report to an office.

Ready to apply? Send us your résumé. If there's a backlog you cleaned up, a process you fixed, or a stakeholder you talked out of a bad customization, tell us about it — that's what we'll want to hear.

Why Improvix

At Improvix Technologies, we don't just deliver IT solutions — we deliver mission success. Our teams support critical government programs by building secure, innovative, and scalable technology that enables agencies to operate more efficiently and securely.

We believe great technology starts with great people. That's why we invest in our employees' growth, well-being, and long-term success. Our benefits include:

• Comprehensive medical, dental, and vision insurance

• 401(k) with company match...

About Improvix Technologies

IT Services and IT Consulting · 201-500 employees · headquartered in Reston, Virginia · founded 2012