ServiceNow Technical Solutions Specialist

Job Opportunity

We are seeking a highly skilled ServiceNow Business Analyst to support the design, analysis, and implementation of ServiceNow solutions.

The successful candidate will serve as a bridge between business stakeholders and the technical ServiceNow development team, ensuring requirements are well-defined, documented, and implemented to meet business goals.

Key Responsibilities:

• Partner with 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 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 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 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.

Requirements:

• Bachelor's degree and 4+ years of relevant experience; OR
• Associate and 6+ years of relevant experience; OR
• High School and 8+ years of relevant experience. Relevant experience includes ServiceNow development experience, including custom application development and advanced module configuration.
• Active ServiceNow certifications are preferred.
• Must be a US citizen and able to obtain Public Trust Clearance.

Preferred Qualifications:

• 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.
• 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.

Benefits:

Our company offers a broad range of benefits, including professional development opportunities, competitive pay, and a dynamic work environment.

Career Growth Opportunities:

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world.