ServiceNow Business Analyst

Description

The team supports the National Institute of Allergy and Infectious Diseases (NIAID), part of the National Institutes of Health (NIH), through the ServiceNow Support Services program within the Business Process and Information Management Branch.

The role sits in Process and Operational Efficiency. You will help NIAID assess its business processes, define operational and functional needs, sketch conceptual business models, and turn stakeholder input into specifications for ServiceNow solutions.

You will review current IT capabilities, find shortfalls, propose ways to improve them, and help set the direction and priorities for platform changes.

The work calls for analytical skills, familiarity with enterprise IT processes, and comfort working across functions on complex operational problems. You need hands-on work with ServiceNow workflows and modules.

Responsibilities

• Work with NIAID stakeholders to collect, analyze and record functional and operational requirements for ServiceNow ITSM, ITOM, CMDB, SecOps and Vulnerability Response modules.
• Help create conceptual business models, process maps, workflow diagrams and functional specifications that follow industry practice and NIAID standards.
• Review organizational baselines and workflows to spot gaps, inefficiencies and chances to improve.
• Identify IT weaknesses that get in the way of organizational goals and propose plans to improve cross-functional IT operations.
• Work with architects, developers and administrators to turn business requirements into clear technical specifications.
• Check solutions through design reviews, sprint work, demonstrations and release readiness checkpoints.
• Take part in Agile ceremonies, including backlog refinement, sprint planning and acceptance validation.
• Help write requirements, user stories, acceptance criteria and operational procedures.
• Keep stakeholders informed about priorities, timelines, risks and decisions.

Requirements

• 6+ years of related experience.
• Bachelor's degree or equivalent experience.
• 6 or more years working as a business analyst or functional analyst in a large enterprise, in line with the government LCAT requirement.
• Hands-on work with ServiceNow workflows, processes or modules.
• Experience writing business requirements, user stories, acceptance criteria and workflow documentation.
• Experience with Agile delivery, including backlog refinement, sprint readiness and acceptance validation.
• Experience finding gaps, inefficiencies and improvement opportunities in functional baselines and processes.
• Ability to build conceptual business models, process flows and functional specifications.
• Experience running requirements sessions, stakeholder meetings and process design workshops.
• Experience working with developers, architects and administrators.
• Strong analytical, writing and communication skills.
• Ability to obtain and keep NIH Public Trust clearance.
• Agile Methodology, Backlog Refinement, Functional Requirements and Process Flow are listed as required skills.
• No certifications are required. US citizenship is not required.
• Desired: experience analyzing or configuring ITSM, ITOM, CMDB, SecOps or Vulnerability Response processes.
• Desired: experience with enterprise workflow modeling tools or documentation practices.
• Desired: experience supporting federal health IT or NIH programs.
• Desired: experience building dashboards, reports or analytics for business operations.
• Desired: experience in ERP work, enterprise system reviews or strategic assessments.

Conditions

This is a regular position, based in Rockville, Maryland, USA, and can be done remotely.

The role is 40 scheduled hours per week.

Travel is less than 10% of the time.

No security clearance is currently needed. You must be able to obtain a Public Trust clearance (MBI T2).

The likely salary range is $97,750 to $132,250. Pay is set by experience, geographic location and possibly contract terms, and may fall outside that range. It is not a guaranteed amount.

Hiring includes an identity check using biometrics and AI. You must be on camera during virtual interviews, and your photo may be taken to confirm identity. By going ahead, you agree to the collection and use of your biometric data for identity and security checks.

The company is an equal opportunity employer that welcomes individuals with disabilities and protected veterans.

Benefits

• Medical plan options, some with Health Savings Accounts, plus dental and vision plans.
• A 401(k) that accepts pre-tax and post-tax contributions up to IRS annual limits, with a company match.
• Full flex work weeks where possible, and paid time off for vacation, sick and personal time, holidays, parental, military, bereavement and jury duty.
• Short and long-term disability, life, accidental death and dismemberment, personal accident, critical illness and business travel accident insurance, provided or available.
• An AI-powered career tool that suggests career steps and learning, and an internal mobility team to help you reach your goals.
• A military-friendly workplace with an award-winning culture of innovation.
• The company reviews its total rewards package regularly to keep it competitive.