Senior ServiceNow Business Analyst

Description

SAIC is seeking a highly skilled Senior ServiceNow Business Analyst with extensive experience supporting Hardware Asset Management (HAM), Software Asset Management (SAM), and IT Operations Management (ITOM) Discovery initiatives. This role will serve as the primary liaison between business stakeholders and technical teams, ensuring that ServiceNow solutions align with organizational goals, operational needs, and industry best practices. The ideal candidate excels in requirements gathering, process design, data analysis, and translating complex concepts into actionable deliverables.

This role is fully remote and can be worked from anywhere within the United States.

Key Responsibilities

Lead requirements gathering workshops and translate business needs into detailed user stories, process flows, and functional specifications for HAM, SAM, and ITOM solutions. Partner with stakeholders to define asset management processes including lifecycle management, inventory accuracy, license compliance, discovery coverage, and CMDB governance. Analyze current-state processes and identify opportunities for optimization, automation, and alignment with ServiceNow best practices and the CSDM framework. Support ServiceNow development teams by clarifying requirements, reviewing solution designs, and validating delivered functionality. Facilitate testing activities including test case creation, UAT coordination, and defect management. Maintain and update process documentation, training materials, and knowledge articles. Lead/conduct organized training sessions with end customers in a train-the-trainer campaign. Collaborate with ITAM/ITOM teams to ensure data accuracy, CMDB health, reconciliation logic, and operational performance. Work cross-functionally to drive implementation of new features, asset governance models, discovery enhancements, and integration improvements. Serve as a subject matter expert for HAM, SAM, and ITOM capabilities within the ServiceNow platform.

This opportunity is contingent upon award.

Qualifications

Required Qualifications:

Bachelor’s degree and 9 years of relevant experience, or a Masters and 7 years of relevant experience. Commensurate experience can be substituted for the degree 5+ years of experience as a Business Analyst, Functional Consultant, or Process Analyst supporting ServiceNow. Strong understanding of HAM, SAM, and ITOM processes, including asset lifecycle management, license reconciliation, discovery, CMDB management, and service mapping. Deep knowledge of ServiceNow capabilities, data models, workflows, and best-practice implementation approaches. Experience writing detailed user stories, acceptance criteria, process maps, and functional requirements. Ability to analyze complex datasets and identify trends, process gaps, and optimization opportunities. Excellent communication skills with the ability to facilitate discussions across technical and non-technical groups. Experience supporting enterprise-scale ServiceNow deployments.

Preferred Qualifications:

ServiceNow certifications preferred (e.g., CSA, ITAM Fundamentals, CIS-HAM, CIS-SAM). Experience working with ITIL/ITSM frameworks and understanding how they align with ITAM/ITOM practices. Familiarity with tools integrated into asset management and operations workflows (e.g., SCCM, Intune, JAMF, monitoring platforms). Strong documentation and presentation skills, especially for executive-facing deliverables. Background in Agile/Scrum methodologies.

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.