Technical Business Analyst - ServiceNow

Role overview

LightFeather is hiring a Technical ServiceNow Business Analyst to own requirements discovery and process design for federal agency programs. In this position, you will serve as the main link between government stakeholders and engineering teams, turning complex mission needs into scalable ServiceNow solutions while maintaining compliance with federal rules and keeping backlog data accurate.

This is a full-time remote opportunity, with working hours aligned to EST. The role is tied to federal contract requirements, so U.S. citizenship is mandatory and the selected candidate must be eligible to obtain and retain a Secret-level clearance.

Key responsibilities

• Run client workshops and working sessions to gather, assess, and record business requirements that support agency mission objectives.
• Convert broad business goals into detailed user stories, acceptance criteria, and functional specifications within Agile/Scrum delivery methods.
• Perform gap assessments to compare existing legacy workflows against ServiceNow out-of-the-box capabilities.
• Partner with the Agile Coach to define, document, and circulate Agile procedures and SOPs that create consistency across ServiceNow delivery teams.
• Check user stories and requirements for clarity, completeness, and precision, and confirm they meet the team’s Definition of Ready before sprint planning.
• Support and coach junior developers and analysts by explaining business context, federal constraints, and ServiceNow implementation practices.
• Review functional designs and test scripts with peers to uphold quality standards.
• Build process maps, workflow diagrams, and data models to show end-to-end service delivery.
• Guide government stakeholders toward ServiceNow best practices and away from over-customization that can increase technical debt.
• Work with System Architects to verify that functional designs can be implemented technically.
• Ensure solutions comply with federal IT requirements, including Section 508 accessibility standards and FISMA/NIST security controls.
• Plan and carry out UAT, including test script creation and coordination of testing with government users.
• Prepare government-facing deliverables such as SOPs, user guides, and training decks.

Requirements

• Must be a U.S. citizen.
• Must be able to obtain and maintain a Secret-level security clearance.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a similar discipline.
• At least 5 years of experience as a Business Analyst, with a minimum of 3 years focused on the ServiceNow platform.
• Experience in the federal contracting environment, such as DoD, DHS, or civilian agencies.
• Background working in Agile/Scrum teams.
• Strong understanding of ServiceNow ITSM and at least one additional workflow area such as ITOM, HRSD, SPM, ITAM, or custom applications.
• Hands-on experience with Jira, ServiceNow Agile, or Azure DevOps for backlog tracking.
• Ability to use Visio, Lucidchart, or comparable tools for process mapping.
• ServiceNow Certified System Administrator (CSA) certification is required.
• Preferred: ITIL v4 Foundation or above.
• Preferred: PMP or Agile certifications such as CSM or SAFe PO/PM.

Why this role stands out

You will join a mission-driven team delivering impactful federal solutions, working on varied and meaningful projects alongside experienced professionals. LightFeather also states that it is an equal opportunity employer and considers applicants without regard to protected characteristics under applicable federal, state, or local law.

Work arrangement

Location is fully remote, with EST hours expected.