ServiceNow Business Analyst (Technical)

About this role

LightFeather is looking for a Senior Technical ServiceNow Business Analyst to drive requirements definition and solution design across our federal government accounts. You will serve as the connective tissue between agency stakeholders and our delivery teams — converting complex mission objectives into well-defined, scalable ServiceNow implementations that hold up to federal compliance standards.

Location: Fully Remote (EST hours)
Job Type: Full-time
Citizenship: U.S. Citizenship Required
Clearance Requirement: Ability to obtain and maintain a Secret Level security clearance.

### Responsibilities

• Facilitate client-facing workshops and structured discovery sessions to surface, analyze, and document business requirements in alignment with agency objectives.
• Convert mission-level needs into detailed user stories, acceptance criteria, and functional specifications within an Agile/Scrum delivery model.
• Perform gap assessments comparing existing legacy workflows against ServiceNow out-of-the-box capabilities to inform build vs. configure decisions.
• Partner with the Agile Coach to develop, document, and roll out delivery processes and SOPs that drive consistency across all ServiceNow program teams.
• Own backlog quality — reviewing each user story for completeness, accuracy, and clarity to ensure every item satisfies the team's Definition of Ready before sprint intake.
• Mentor junior analysts and developers on federal domain context, business intent, and ServiceNow platform best practices.
• Conduct peer reviews of functional designs and test scripts as part of the team's quality assurance process.
• Build end-to-end process maps, workflow diagrams, and data models to document service delivery flows.
• Counsel government clients on platform best practices, actively steering designs away from unnecessary customization and long-term technical debt.
• Partner with Solution Architects to validate that functional requirements are te...