ServiceNow Business Analyst Job at Chenega Corporation in Washington

Overview ServiceNow Business Analyst — Washington, DC Chenega Agile Real-Time Solutions (CARS) is seeking a ServiceNow Business Analyst to support the design, analysis, and implementation of ServiceNow solutions for the Federal Communications Commission’s (FCC) Enterprise Technical Services (FETS) contract. The Business Analyst will serve as a bridge between business stakeholders and the technical ServiceNow development team, ensuring requirements are well-defined, documented, and implemented to meet FCC’s business and operational goals. Responsibilities Partner with FCC stakeholders, process owners, and technical teams to elicit, analyze, and document business and functional requirements for ServiceNow modules. Translate business needs into detailed user stories, acceptance criteria, and process flows in alignment with ITIL and federal IT service management standards. Facilitate workshops, interviews, and requirement sessions to gather input and validate needs across ITSM, PPM, HR Service Delivery, CSM, and other ServiceNow modules. Collaborate with developers to ensure requirements are clearly understood and implemented using ServiceNow best practices. Conduct gap analysis and propose solutions to optimize workflows, service catalogs, CMDB accuracy, and self-service portals. Support development of KPIs, dashboards, and reporting to measure performance, ROI, and business value. Participate in testing activities, including test case creation, UAT coordination, and defect triage. Contribute to the Continual Service Improvement (CSI) process by identifying service enhancements and documenting improvement stories. Ensure requirements and configurations comply with FCC governance, change control, and security policies. Support documentation of system functionality, standard operating procedures, and training materials for end users. Act as liaison between business stakeholders and technical teams, ensuring timely communication, alignment, and transparency. Other duties as assigned. Qualifications Bachelor’s degree and 4+ years of relevant experience; OR Associate degree and 6+ years of relevant experience; OR High School diploma and 8+ years of relevant experience ServiceNow development experience, including custom application development and advanced module configuration Active ServiceNow Certified System Administrator Certified Application Developer and/or Implementation Specialist (preferred) Must be a U.S. citizen and able to obtain Public Trust Clearance Knowledge, Skills, and Abilities Strong understanding of ITIL processes and IT Service Management best practices. Experience gathering and documenting requirements for ServiceNow ITSM, CMDB, or related modules. Ability to visualize and communicate complex processes in clear, concise business terms. Experience with federal IT environments and awareness of compliance standards (FISMA, NIST 800-53, Zero Trust). Excellent communication and facilitation skills; able to engage diverse stakeholders effectively. Strong analytical, problem-solving, and documentation skills. Ability to manage multiple priorities in a fast-paced contracting environment. Friendly presence, collaborative attitude, and strong interpersonal skills. How you’ll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers. Benefits At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Chenega MIOS’s culture Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives. Corporate citizenship Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Chenega MIOS News Estimated Salary/Wage: USD 94,000.00/Yr. Up to USD 120,000.00/Yr. #J-18808-Ljbffr