ServiceNow Business Analyst/Trainer

About this role

The ServiceNow (SNOW) Business Analyst / Trainer serves as a key liaison between business stakeholders and technical teams, translating functional needs into scalable ServiceNow solutions within a federal or enterprise IT environment. This role combines strong business analysis capabilities with end-user training expertise to ensure successful system adoption and operational alignment.

The incumbent will lead requirements gathering, documentation, and testing efforts while also designing and delivering training programs that support system functionality and business process improvements. The role requires structured documentation skills, stakeholder engagement, and the ability to communicate complex concepts clearly to both technical and non-technical audiences.

Key Responsibilities

- Elicit, analyze, and decompose business requirements into user stories, workflows, and acceptance criteria aligned with ServiceNow capabilities.

- Author structured documentation, including management plans, SOPs, and quality control artifacts, in compliance with enterprise governance standards.

- Collaborate with developers and architects to configure and support ServiceNow modules such as ITSM and request management.

- Design and deliver instructor-led and virtual training sessions; develop training materials and maintain knowledge base articles.

- Facilitate stakeholder meetings, workshops, and sprint reviews to gather requirements and communicate project status.

- Support User Acceptance Testing (UAT) by developing test cases, tracking execution, and validating system performance against requirements.

- Track project progress through dashboards and reporting tools; communicate risks, issues, and status updates to leadership.

- Apply process improvement methodologies to evaluate workflows and recommend optimized ServiceNow solutions.

Required Qualifications

- Bachelor’s degree in Business, Information Systems, or related...