ServiceNow Business Analyst (Junior)

Location: Remote Eligible Locations: AL, AZ, CO, DC, FL, GA, IL, IN, LA, MD, MI, MS, NV, NJ, NC, NJ, OH, PA, SC, TN, TX, VA

Clearance: Tier 1 Investigation (Background Check & Fingerprint)

New River Systems is seeking a ServiceNow Business Analyst to serve as the bridge between government stakeholders and the technical delivery team in support of Defense and Intelligence Community customers. The Business Analyst elicits, analyzes, documents, and validates business requirements; translates organizational needs into user stories and functional specifications that Developers can implement on the ServiceNow platform; configures ServiceNow reporting and performance analytics to monitor operational health; and ensures delivered solutions align with the customer’s mission objectives. For contract purposes this position maps to the Process Improvement/Process Re-Engineering Analyst labor category; in practice it requires distinct competencies in requirements engineering, stakeholder facilitation, and ServiceNow platform knowledge, and works closely with Business Process Consultants, Developers, and Test Engineers to maintain end-to-end traceability from requirement to validated solution.

At Level 1, the Business Analyst works as an individual contributor on a single delivery team under the guidance of a senior BA or BPC, applying moderate-complexity concepts with minimal supervision. Readiness is demonstrated by sound documentation, active participation in stakeholder sessions, and functional familiarity with at least one ServiceNow module.

What We’re Looking For

• Assists with requirements elicitation under guidance of a senior BA or BPC
• Documents user stories and acceptance criteria to team standard
• Participates in stakeholder meetings and captures action items; supports backlog grooming
• Builds basic ServiceNow reports and dashboard widgets under direction
• Functionally familiar with at least one ServiceNow module (e.g., ITSM or HRSD)

Career Pathway

• Next step: ServiceNow Business Analyst Level 2 (typical 2–4 years total experience)
• Lateral options: Test Engineer Level 1 (documentation skills transfer); Developer Level 1 (if technical aptitude develops)
• Mentoring: paired with a Level 2+ BA or BPC for weekly guidance and work-product review

Job Duties:

• Provides consulting and recommendations to managers, supervisors, and the workforce on the implementation of quality and process improvement initiatives
• Develops and facilitates discovery sessions, workshops, planning meetings, training sessions, and process improvement meetings
• Proposes, tailors, and develops quality/process re-engineering improvement efforts (including applicable documentation) to provide return on investment or operational improvement
• Conducts benchmarking, activity modeling, and surveys
• Gathers, analyzes, and quantifies performance data and measurements
• Able to gather data and work with technical subject matter experts
• Configures ServiceNow reporting functions (dashboards, reports, and metrics) and any additional reporting functions identified by the SMO to monitor ServiceNow operational status and performance
• Continuously reviews performance and reports at least monthly on recommendations for additional analytics intended to increase efficiency or effectiveness
• Selects ServiceNow key performance indicators (KPIs) and displays them in real time or provides them in reports, as directed by the SMO, to indicate system and application health, status, and performance
• Creates process models, specifications, diagrams, and charts to provide direction to developers and/or the project team
• Elicits, analyzes, specifies, and validates the business needs of stakeholders, whether customers or end users
• Conducts interviews to gather customer requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods

Core Competency Areas

• Requirements Engineering: Elicitation (interviews, workshops, observation, document analysis); user stories, acceptance criteria, and use cases; requirements traceability and management
• ServiceNow Platform Knowledge: Out-of-the-box capabilities across ITSM, HRSD, ITAM, CSM, and SecOps; data model, forms, lists, workflows, and reporting
• Reporting & Performance Analytics: Dashboards, reports, KPI selection and definition; Performance Analytics indicators; translating operational questions into measurable metrics
• Process Analysis: Current-state and future-state mapping, gap analysis, impact and feasibility analysis within ServiceNow contexts
• Stakeholder Management: Facilitating requirements workshops, managing competing priorities, communicating trade-offs, building consensus across government stakeholders
• Agile Practices: Story writing, backlog grooming, sprint planning participation, acceptance criteria definition, demo/review facilitation

Required Qualifications:

• Minimum one year of business analysis, process improvement, or ServiceNow functional experience
• Familiarity with ServiceNow navigation, forms, lists, and reporting from a user or functional perspective
• Excellent listening, interpersonal, written, and oral communication skills
• Logical and efficient, with keen attention to detail; highly self-motivated and directed

To be successful in this role, you’ll need:

• Skills & Tasks — Moderate: applies more advanced concepts; assists senior staff; performs all Level 0 tasks
• Work / Leadership — Individual/Teamwork: works individually and actively participates on integrated teams
• Guidance — Requires minimal guidance from senior staff; provides guidance to lower-level staff
• Scope of Influence — Individual contributor on a single team

Must meet degree and years of experience criteria below:

Required Certifications

• ITIL 4 Foundation

Desired Certifications

• IIBA Entry Certificate in Business Analysis (ECBA)
• ServiceNow Certified System Administrator (CSA) — target before Level 2

Salary Range: $90-120,000. The final offered salary will be based on several factors, including but not limited to the candidate’s depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position

New River Systems is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, nation origin, disability, protected veteran status or any other factor protected by law.