[Remote] Cleared ServiceNow Business Analyst- ITSM and ITOM
Note: The job is a remote job and is open to candidates in USA. Windward Consulting is an Elite ServiceNow Partner that delivers real-world Service Reliability solutions. They are seeking a highly motivated ServiceNow Business Analyst to support the implementation and adoption of ServiceNow applications, bridging business needs and technical solutions to ensure alignment with organizational goals.
Responsibilities
- Support workshops, interviews, and process mapping sessions to capture as-is and to-be workflows
- Support documentation of functional and non-functional requirements for ServiceNow implementations
- Translate business needs into clear, actionable user stories and acceptance criteria
- Partner with ServiceNow developers, architects, and platform owners to translate requirements into configuration, workflows, and automation
- Analyze and document existing applications to be transitioned into custom ServiceNow applications
- Participate in sprint planning, backlog grooming, and UAT cycles within an Agile or hybrid delivery framework
- Define and execute test cases; coordinate user acceptance testing and issue resolution
- Support solution design and configuration activities by clarifying requirements, validating prototypes, reviewing workflows, and confirming that ServiceNow ITOM and ITSM solutions align with documented business needs
- Ensure delivered solutions meet defined requirements and quality standards
- Contribute to process documentation, training materials, and continuous improvement initiatives
- Support Agile, Waterfall, and Hybrid development methodologies across diverse client environments
- Provide project updates, status reports, and documentation for decision-making and governance
- Conduct training sessions and create user guides as needed
Skills
- Active DoD Secret Clearance
- Alignment with DoD 8570/8140 baseline requirements (CompTIA Security+ CE or equivalent)
- 3-5 years of business analysis experience, with 1+ year focused on ServiceNow implementations
- Bachelor's degree or better in Information Systems, Business Administration, Computer Science, or related field
- Project management and/or business process experience in a business context
- Demonstrated experience in requirements gathering, process design, and user story creation in an Agile environment
- Familiarity with Agile, Waterfall, and Hybrid development methodologies
- Strong analytical and problem-solving skills with attention to detail
- Excellent communication, facilitation, and stakeholder management skills
- ServiceNow Certified System Administrator
- Familiarity with ServiceNow data structures, tables, and workflows
- Experience with ITOM, ITSM and one or more additional ServiceNow modules (e.g., HRSD, CSM, SPM, or custom applications)
- Experience producing BA deliverables such as business requirements documents, process flows, user stories, acceptance criteria, requirements traceability matrices, UAT test scripts, and stakeholder sign-off documentation
- PMI Project Management Professional (PMP) certification
- ICAgile or equivalent Agile certification
Benefits
- Medical
- Dental
- Vision
- Flexible Spending Accounts
- Short Term Disability
- Long Term Disability
- Life Insurance and AD&D
- Option to purchase additional Life Insurance and AD&D
- Paid Time Off
- Personal Leave
- Holidays
- 401(k) plan with company match
- Work/life balance
Company Overview