ServiceNow Business Analyst

ServiceNow Business Analyst

Who We Are: ThinkTek LLC is a fast-growing Certified SBA 8(a) and Service-Disabled Veteran-Owned Small Business (SDVOSB) company. We specialize in providing management and technology consulting services to support the business and technology modernization efforts of the Federal Government. ThinkTek was formed with the specific purpose of providing its clients a tailored solution around Program & Project Management, Strategic Planning, and IT Operations.

Position Description: We are seeking a highly motivated and experienced ServiceNow Business Analyst to support federal programs in requirements gathering, documentation, and process improvement. The ideal candidate will have a strong background supporting DoD or federal clients, with proven experience in ServiceNow-particularly HRSD-translating stakeholder needs into actionable requirements, supporting Agile delivery, and ensuring systems meet mission and functional requirements.

Responsibilities

• Elicit, analyze, and document business and technical requirements across diverse stakeholder groups
• Translate business needs into scalable ServiceNow solutions, with a focus on HRSD capabilities and best practices
• Develop and maintain user stories, epics, and acceptance criteria within Agile/Scrum delivery frameworks using JIRA or Azure DevOps
• Create and maintain process maps, workflows, and functional specifications to support system enhancements and modernization efforts
• Document and track compliance with security and accreditation (ATO, STIG) requirements for federal systems
• Support continuous improvement by analyzing existing workflows and identifying opportunities for automation and optimization, particularly within HR processes
• Develop training materials, user guides, and SOPs to enhance stakeholder understanding and system adoption
• Facilitate Agile ceremonies (backlog refinement, sprint planning, retrospectives) and serve as liaison between business users, developers, and project managers
• Conduct data validation and quality assurance reviews to ensure reporting accuracy and compliance

Required

• Active Secret Clearance
• Bachelor's degree in Business, Information Systems, or related field
• Minimum 5 years of experience as a Business Analyst supporting federal or DoD programs
• Minimum of three (3) years of experience using ServiceNow (or similar CRM/platform tools) to develop business requirements aligned to customer functional needs
• Strong experience with requirements gathering, documentation, and stakeholder communication
• Proficiency in ServiceNow, JIRA, and/or Azure DevOps for backlog and workflow management
• Knowledge of Agile/Scrum principles and the Software Development Life Cycle (SDLC)
• Strong analytical, organizational, and communication skills

Desired

• ServiceNow HRSD (Human Resources Service Delivery) or HR implementation experience
• Familiarity with system accreditation (ATO) processes and security documentation
• Experience with SharePoint development or workflow automation
• Background in cloud modernization or legacy system replacement projects
• Experience authoring training materials, SOPs, and end-user documentation
• Certification as SAFe Scrum Master, PMP, Agile Practitioner, or ServiceNow certification(s)

ThinkTek LLC is proud to be an Equal Opportunity Employer (EOE), making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. ThinkTek offers medical, dental, and vision insurance to all full-time employees; PTO and a variety of other paid leave options are also available.