[Remote] ServiceNow Business Analyst (Technical)
Note: The job is a remote job and is open to candidates in USA. LightFeather is looking for a Senior Technical ServiceNow Business Analyst to drive requirements definition and solution design across federal government accounts. The role involves converting complex mission objectives into well-defined, scalable ServiceNow implementations and ensuring compliance with federal standards.
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 technically sound and deliverable
- Ensure all designs conform to federal IT requirements including Section 508 accessibility standards and FISMA/NIST security controls
- Own UAT planning and execution — authoring test scripts, coordinating sessions with agency personnel, and tracking outcomes
- Produce federal-standard documentation including SOPs, end-user guides, and training materials
Skills
- U.S. Citizenship and eligibility to obtain and maintain a Secret-level security clearance
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or equivalent field
- 5+ years of Business Analyst experience, with a minimum of 3 years focused on the ServiceNow platform
- Demonstrable background supporting federal contracting environments (DoD, DHS, or civilian agencies)
- Hands-on experience delivering within Agile/Scrum teams
- Deep familiarity with ServiceNow ITSM plus at least one additional workflow module (ITOM, HRSD, SPM, ITAM, or custom application development)
- Working proficiency with backlog management tools such as Jira, ServiceNow Agile, or Azure DevOps
- Skilled in process mapping tools (Visio, LucidChart, or equivalent)
- ServiceNow Certified System Administrator (CSA) — REQUIRED
- ITIL v4 Foundation or higher
- PMP
- CSM
- SAFe PO/PM
Company Overview