Role: ServiceNow Business Analyst
Location: Columbus, OH (Onsite 5 days/week) - Only Locals for now
Duration: 6+ Months
Key Responsibilities:
Requirement Elicitation: Lead discovery workshops and interviews with stakeholders to identify business pain points and define functional requirements for various ServiceNow modules (ITSM, ITOM, HRSD, etc.).
Process Mapping: Design and document "As-Is" and "To-Be" business processes using industry-standard modeling techniques, ensuring alignment with ServiceNow best practices and CSDM standards.
Story Authoring: Create high-quality User Stories with clear Acceptance Criteria in an Agile/Scrum environment. Manage and prioritize the product backlog in collaboration with the Engagement Lead.
Stakeholder Management: Manage expectations of diverse stakeholder groups, providing regular updates on project progress and demonstrating platform functionality through "show-and-tell" sessions.
UAT Coordination: Lead User Acceptance Testing (UAT) efforts, including the creation of test scripts, coordination of testing windows with client participants, and management of defect reporting.
Operational Readiness: Support Organizational Change Management (OCM) by creating training materials, user guides, and communication plans to ensure high platform adoption rates.
Compliance Alignment: Ensure all documented requirements and process designs respect the security constraints of a FedRAMP environment.
Required Qualifications:
Experience: 5+ years as a Business Analyst, with at least 3 years specifically focused on the ServiceNow platform.
Methodology: Strong experience working in Agile/Scrum environments and using tools like Azure DevOps, Jira, or ServiceNow Agile Development.
Public Sector Context: Experience working with state, local, or federal government entities is highly preferred.
Communication: Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical business owners.
Onsite Commitment: Must be able to work onsite 5 days a week in Columbus, OH.
Certifications (Preferred):
ServiceNow Certified System Administrator (CSA)
ITIL v4 Foundations
PMI-PBA (Professional in Business Analysis) or CBAP (Certified Business Analysis Professional)
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