ServiceNow Business Analyst (Technical)

LightFeather is looking for a Senior Technical ServiceNow Business Analyst to drive requirements definition and solution design across our federal government accounts. You will serve as the connective tissue between agency stakeholders and our delivery teams — converting complex mission objectives into well-defined, scalable ServiceNow implementations that hold up to federal compliance standards.

Location: Fully Remote (EST hours)
Job Type: Full-time
Clearance Requirement: U.S. citizenship is required for this position due to federal contract requirements and the need to obtain and maintain a Secret-level security clearance

• Facilitate client-facing workshops and structured discovery sessions to surface, analyze, and document business requirements in alignment with agency objectives.
• Convert mission-level needs into detailed user stories, acceptance criteria, and functional specifications within an Agile/Scrum delivery model.
• Perform gap assessments comparing existing legacy workflows against ServiceNow out-of-the-box capabilities to inform build vs. configure decisions.
• Partner with the Agile Coach to develop, document, and roll out delivery processes and SOPs that drive consistency across all ServiceNow program teams.
• Own backlog quality — reviewing each user story for completeness, accuracy, and clarity to ensure every item satisfies the team's Definition of Ready before sprint intake.
• Mentor junior analysts and developers on federal domain context, business intent, and ServiceNow platform best practices.
• Conduct peer reviews of functional designs and test scripts as part of the team's quality assurance process.
• Build end-to-end process maps, workflow diagrams, and data models to document service delivery flows.
• Counsel government clients on platform best practices, actively steering designs away from unnecessary customization and long-term technical debt.
• Partner with Solution Architects to validate that functional requirements are technically sound and deliverable.
• Ensure all designs conform to federal IT requirements including Section 508 accessibility standards and FISMA/NIST security controls.
• Own UAT planning and execution — authoring test scripts, coordinating sessions with agency personnel, and tracking outcomes.
• Produce federal-standard documentation including SOPs, end-user guides, and training materials.

REQUIRED QUALIFICATIONS

• U.S. Citizenship and eligibility to obtain and maintain a Secret-level security clearance.
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or equivalent field.
• 5+ years of Business Analyst experience, with a minimum of 3 years focused on the ServiceNow platform.
• Demonstrable background supporting federal contracting environments (DoD, DHS, or civilian agencies).
• Hands-on experience delivering within Agile/Scrum teams.
• Deep familiarity with ServiceNow ITSM plus at least one additional workflow module (ITOM, HRSD, SPM, ITAM, or custom application development).
• Working proficiency with backlog management tools such as Jira, ServiceNow Agile, or Azure DevOps.
• Skilled in process mapping tools (Visio, LucidChart, or equivalent).
• ServiceNow Certified System Administrator (CSA) — REQUIRED

• ITIL v4 Foundation or higher
• PMP
• CSM
• SAFe PO/PM

At LightFeather, you'll join a purpose-driven team delivering mission-critical technology solutions that matter. You'll contribute to meaningful, high-impact federal programs, collaborate with talented colleagues across disciplines, and grow within a culture that values expertise and initiative.

LightFeather is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.