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Business Analyst – ServiceNow
Koniag Government Services. Elicit, analyze, and document business requirements from stakeholders across various departments .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in eliciting and documenting business requirements, translating them into functional specifications for ServiceNow solutions, and facilitating Agile development processes. Proficient in business process analysis, user acceptance testing, and creating training materials to enhance user adoption.
Highest-signal resume keywords
ServiceNow Platform ExperienceBusiness Process AnalysisAgile/Scrum MethodologiesRequirements Management ToolsITIL Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business Requirements GatheringProcess Flow DiagramsWorkflow DocumentationUser Stories CreationGap AnalysisAcceptance Criteria DefinitionMock-Ups and WireframesRelational Databases UnderstandingSystem Integration ConceptsReporting and Analytics Tools
Soft Skills
Outstanding Communication SkillsCollaborative Team PlayerStrong Facilitation SkillsActive Listening SkillsStakeholder Management
Tools & Technologies
ServiceNowJiraAzure DevOpsConfluenceSharePointVisioLucidchartMicrosoft Office Suite
Certifications & Qualifications
ServiceNow Certified System AdministratorCertified Implementation SpecialistBusiness Analysis CertificationsITIL Foundation Certification
Industry Keywords
ITIL ProcessesUser Experience PrinciplesChange ManagementTechnology Project DeliveryGovernment Consulting Experience
Tech Stack
Tools & technologiesAzureITSMServiceNow
About the role
Key responsibilities & impact- Elicit, analyze, and document business requirements from stakeholders across various departments
- Translate business needs into functional specifications and user stories for ServiceNow solutions
- Facilitate requirements workshops, interviews, and focus groups
- Analyze business processes and workflows to identify improvement opportunities
- Create process flow diagrams, use cases, and workflow documentation
- Collaborate with ServiceNow developers and administrators on requirements 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
- Support user acceptance testing coordination 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
- 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
- Outstanding written and verbal communication skills
- Collaborative team player who works effectively across functions
- Strong facilitation and presentation skills
- Active listening skills with ability to ask probing questions
- Stakeholder management and relationship building capabilities
- Customer-focused approach with emphasis on user satisfaction
- Ability to obtain a Public Trust
- Desired: ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS)
- Desired: Experience with ServiceNow modules such as ITSM, ITOM, ITBM, CSM, or HRSD
- 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