ServiceNow Lead Business Analyst

Summary

Join CoreSphere as a ServiceNow Business Process Consultant (BPC) and lead all business-process-related activities for a large US Federal agency's ServiceNow solution. You will manage customer expectations, collaborate with various teams, and lead business process analysis efforts. Responsibilities include agile O&M activities like roadmap development, release planning, requirements elicitation, and testing. You will also manage deployments, provide post-production support, and ensure compliance with client policies. The role requires strong communication and collaboration skills, experience with ServiceNow modules (ITSM, WSD, HRSD), and a deep understanding of agile methodologies. This position demands a proven ability to manage projects effectively, meet deadlines, and deliver high-quality results.

Requirements

• Bachelor's degree in business management, project management, financial management, computer science, or related field, preferred
• At least 3 years of experience as a business analyst
• At least 2 years of experience as a ServiceNow Business Analyst or is a current ServiceNow Certified System Administrator (CSA)
• ServiceNow System Administrator certification; Other ServiceNow certifications preferred
• Experience with Nuvolo
• Working on the ServiceNow platform, in at least one of the following modules HRSD, ITSM, WSD, or GRC
• Strong communication skills with both technical and non-technical audiences
• Eliciting, analyzing, and documenting business and functional requirements for ServiceNow
• Experience facilitating discovery workshops, stakeholder interviews, and product backlog grooming
• Facilitating requirements gathering sessions to create user stories
• Proficient in creating functional specifications, wireframes, process maps, and supporting UAT
• Ability to translate business requirements into ServiceNow configuration and development needs
• Working in a Waterfall and/or Agile/Scrum environment and support project delivery
• Developing training materials and providing training
• Deep understanding of both waterfall and agile System Development Life Cycle (SDLC) project management methodologies, techniques and tools
• Must be a US Citizen and authorized to work in the United States; must be able to pass a federal government background check

Responsibilities

• Serve as the lead for all business-process-related activities from planning and estimating work to execution of BPC tasks
• Successfully manage customer expectations and ensure the O&M tasks are estimated and performed on-time and on-budget with high-levels of customer satisfaction and quality
• Collaborate and support the client Project Manager, other BPCs, and project ServiceNow System Administrators (SAs), Developers, and Subject Matter Experts (SMEs)
• Coordinate efforts with customer technical and functional SMEs
• Lead business process analysis efforts from data gathering, requirements analysis, demonstrations, workshops, interviews, documenting meeting results, proposing design options and recommendations, documenting functional design specifications, working with technical developers/administrators, testing solutions, training, preparing for deployment, and providing BPC support
• Ensure appropriate collaboration, coordination, and communication between other O&M SMEs and other clients and consultants
• Apply ITIL V3 best practices for managing work under the task order
• Manage activities and resources to a release plan utilizing the appropriate tools (e.g., SharePoint, Microsoft Project Professional and potentially other agile tools like Jira and/or custom ServiceNow Change Request (SNCR) application and process)
• Understand and manage the Critical Path for successful project delivery
• Lead and support project objectives, build project requirements, and manage the constraints of the project including but not limited to cost, scope, schedule, and quality
• Manage risks and issues; be proactive and communicate effectively
• Estimate the level of effort of BPC efforts for out-of-scope work
• Support the completion of project change requests
• Ensure work is performed compliant with client and contractual policies and processes
• Prepare, coordinate and deliver Weekly Status Reports
• Prepare, coordinate and support the delivery of Monthly Performance Reports
• Support ad hoc oral and written data calls
• Attend various program meetings with the Customer and Management as needed

Preferred Qualifications

• Master’s degree in business management, project management, financial management, computer science, or related field
• Project Management Professional (PMP) Certified
• ITIL V3 Foundation Certified
• Scrum Master Certified
• SAFe certification
• Hands-on experience working with US Federal agencies and FedRAMP environments
• Experience leading and working as BPC on ServiceNow and other SaaS solution O&M and/or implementation projects of similar size and scope
• Experience implementing any/all of the above listed ServiceNow applications
• Experience managing the operations and maintenance (O&M) of the proposed solution
• Experience transitioning enterprise-wide services from legacy solutions to cloud-based solutions
• Experience providing cross-contractor communication in a multi-contractor environment
• Experience in business process analysis and requirements development
• Experience with end-user engagement, communication, and training
• Experience planning, designing, developing, and conducting training for end-users
• Experience managing deployments and releases
• Working knowledge and experience with ServiceNow business processes
• Comfortable working in a fast-paced technology environment
• Willingness to submit for a US Public Trust background check
• Dedicated to customer success and value-based delivery of solutions
• Proven success in contributing to a multi-dimensional team-oriented environment
• Strong written and oral communication skills including presentation skills
• Strong problem solving and troubleshooting skills
• Proven ability to work creatively and analytically in a problem-solving environment

Benefits

• Competitive Pay
• Paid Time Off
• Sick Leave
• Public Holidays
• STD/LTD
• Health and Dental
• 401(k)