Business Analyst – ServiceNow

Koniag Government Services

. Serve as a liaison between business stakeholders and technical teams .

Posted 9/24/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in gathering and documenting business requirements, translating them into functional specifications for ServiceNow solutions, and facilitating user acceptance testing. Proficient in Agile methodologies and skilled in process improvement and business analysis.

Highest-signal resume keywords

ServiceNow Platform ExperienceBusiness Process AnalysisAgile/Scrum MethodologiesRequirements Management ToolsITIL Knowledge

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Business Requirements GatheringFunctional Specifications DocumentationProcess Flow DiagramsWorkflow DesignUser Acceptance TestingGap AnalysisMock-Ups and WireframesData Flow MappingRelational DatabasesReporting and Analytics

Soft Skills

Strong Facilitation SkillsActive ListeningStakeholder ManagementRelationship BuildingPresentation Skills

Tools & Technologies

ServiceNowJiraAzure DevOpsConfluenceSharePointVisioLucidchartMicrosoft Office Suite

Certifications & Qualifications

ServiceNow Certified System AdministratorCertified Implementation SpecialistBusiness Analysis CertificationsITIL Foundation Certification

Industry Keywords

ITIL ProcessesChange ManagementUser Experience PrinciplesGovernment ConsultingEnterprise Systems

Tech Stack

Tools & technologies

AzureITSMServiceNow

About the role

Key responsibilities & impact

Serve as a liaison between business stakeholders and technical teams
Gather and translate business requirements into functional specifications for ServiceNow solutions
Work with business users, IT teams, and stakeholders to understand processes and identify improvement opportunities
Facilitate requirements workshops, interviews, and focus groups
Document business processes and create functional specifications, user stories, process flow diagrams, use cases, and workflow documentation
Collaborate with ServiceNow developers and administrators to ensure accurate implementation
Define acceptance criteria and develop test plans
Conduct gap analysis between current and desired future states
Design and document ServiceNow configuration requirements, including forms, workflows, catalog items, and reports
Coordinate user acceptance testing and defect resolution
Create training materials and conduct end-user training
Develop and maintain requirements traceability matrices
Participate in backlog grooming and sprint planning in Agile development
Work with the Product Owner to prioritize enhancement requests and feature requirements
Maintain business process documentation and standard operating procedures
Analyze system usage data and metrics to identify improvement opportunities
Support ServiceNow platform upgrades by assessing business impact and requirements
Support change management activities related to ServiceNow implementation and user adoption

Requirements

What you’ll need

Bachelor’s degree in Computer science, Information Technology, or related field, or equivalent work experience
Minimum 1-3 years of experience as a Business Analyst, preferably in IT or enterprise systems
At least 1-2 years of hands-on experience with ServiceNow platform
Proven experience gathering and documenting business requirements
Experience with business process analysis and process improvement methodologies
Track record of successfully delivering technology projects from requirements through implementation
Experience with Agile/Scrum development methodologies
Strong understanding of ServiceNow platform capabilities and modules
Proficiency in creating process flow diagrams using tools like Visio, Lucidchart, or similar
Experience with requirements management tools (Jira, Azure DevOps, Confluence, SharePoint)
Knowledge of ITIL processes (Incident, Problem, Change, Service Request, Knowledge Management)
Understanding of workflow design and automation concepts
Ability to create mock-ups and wireframes for user interface designs
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Visio)
Basic understanding of relational databases and data relationships
Familiarity with reporting and analytics tools
Knowledge of system integration concepts and data flow mapping
Understanding of user experience (UX) principles
Strong facilitation and presentation skills
Active listening skills with ability to ask probing questions
Stakeholder management and relationship building capabilities
Candidate must be able to obtain a Public Trust
Desired: ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS)
Desired: Experience with specific ServiceNow modules (ITSM, ITOM, ITBM, CSM, HRSD, or others)
Desired: Business Analysis certifications (CBAP, CCBA, PMI-PBA)
Desired: ITIL Foundation certification
Desired: Prior government consulting experience

Benefits

Comp & perks

Medical, dental, and vision insurance
401(k) retirement plan
Paid time off
Paid parental leave
Life and disability insurance
Flexible spending accounts
Commuter benefits
Tuition reimbursement