ServiceNow Business Analyst Job at Jobs via Dice in Washington

Overview ServiceNow Business Analyst role at Chenega MIOS (via Dice) in Washington, DC. The Business Analyst will support the design, analysis, and implementation of ServiceNow solutions for the FCC's Enterprise Technical Services (FETS) contract. The role serves as a bridge between business stakeholders and the technical ServiceNow development team to ensure requirements are well-defined, documented, and implemented to meet FCC 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 with 4+ years of relevant experience; OR Associate's degree with 6+ years of relevant experience; OR High School diploma with 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) 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 Collaborative attitude and strong interpersonal skills Benefits Chenega MIOS offers a broad range of benefits and opportunities for professional development. The organization emphasizes growth, on-the-job learning, and formal development programs. Equal Opportunity Employer Chenega MIOS is an Equal Opportunity Employer. We participate in the E-Verify Employment Verification Program. We value diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr