ServiceNow Business Analyst

LightFeather is seeking a ServiceNow Business Analyst who will be responsible for translating business needs into scalable, automated ServiceNow solutions that improve service delivery, visibility, and operational efficiency. This role requires deep experience in business analysis, ITSM/ITOM processes, and hands-on familiarity with the ServiceNow platform, including configuration, reporting, and workflow optimization.

This role offers the opportunity to support high-impact federal IT modernization efforts—connecting people, process, and technology to streamline mission-critical services in a secure, enterprise environment.

Location: Remote (U.S.)
Job Type: Full Time
Citizenship: U.S. Citizenship
Clearance Requirement: Active Secret Clearance

• Collaborate with business and technical stakeholders to capture, analyze, and document business requirements, user needs, and use cases for ServiceNow solutions.

• Analyze existing workflows and processes, identify bottlenecks or gaps, and recommend improvements and automation opportunities within ITSM, ITOM, and CMDB modules.

• Translate business requirements into functional specifications and support configuration and customization of ServiceNow applications, forms, workflows, dashboards, and reports.

• Develop and execute test plans and test cases; validate configurations and enhancements to ensure ServiceNow solutions perform as intended and meet acceptance criteria.

• Serve as a primary liaison between business users and technical teams—facilitating working sessions, demos, and reviews; gathering feedback; and ensuring alignment and stakeholder satisfaction.

• Create and maintain clear, comprehensive documentation including process maps, user stories, functional requirements, and technical handoff materials to support ongoing operations and continuous improvement.

• Active Secret Clearance

• 5+ years of experience as a Business Analyst, including at least 2+ years working directly with ServiceNow.

• Strong understanding of ServiceNow ITSM, ITOM, and CMDB modules and platform capabilities.

• Experience working within Agile environments and familiarity with Agile tools such as JIRA or Azure DevOps.

• Demonstrated proficiency in requirements gathering, process mapping, and creation of high-quality business and technical documentation.

• Familiarity with ServiceNow scripting and configuration concepts (e.g., JavaScript, Glide API) and experience with dashboard and report creation.

• Strong analytical, problem-solving, and critical-thinking skills with the ability to translate complex business needs into practical technical solutions.

• Excellent written and verbal communication skills, with the ability to build trust and collaborate effectively across technical and business teams.

• ServiceNow Certified System Administrator (CSA) or equivalent ServiceNow certification.

• Experience with ServiceNow integrations using REST/SOAP APIs.

• Familiarity with Microsoft Power Platform tools (Power BI, PowerApps, Power Automate).

• Background supporting federal government environments.

• Knowledge of ITIL best practices and IT service management processes.

At LightFeather, you’re not just taking a job, you’re joining a mission-focused team delivering innovative, secure solutions that directly support federal agencies and the people they serve. You’ll work on meaningful ServiceNow modernization initiatives that challenge you to think critically, automate intelligently, and continuously improve how government IT services are delivered.