OverviewServiceNow Business Analyst
Springfield, VA
We Chenega Agile Real-Time Solutions (CARS) is seeking a highly skilled ServiceNow Business Analyst to support the National Geospatial-Intelligence Agency (NGA). This role will focus on advancing enterprise IT service delivery and monitoring capabilities through the ServiceNow platform (Service+), ensuring alignment with NGA’s mission, enterprise roadmap, and operational objectives.
The ServiceNow Business Analyst will serve as a key liaison between mission stakeholders, enterprise architects, and development teams—translating complex operational needs into scalable, automated workflows and data-driven solutions. This position requires expertise in IT Service Management (ITSM), ITIL frameworks, and experience supporting enterprise-level transformation initiatives within a secure, mission-driven environment.
Responsibilities
- Lead workshops with NGA EMS stakeholders to capture mission and operational requirements. Translate business needs into ServiceNow (Service+) solutions aligned with Enterprise Management and Monitoring roadmaps. Redesign manual and fragmented processes into standardized, ITIL-aligned digital workflows.
- Own the full requirements lifecycle using Agile/Scrum methodology. Develop Functional Requirements Documents (FRDs), user stories, acceptance criteria, process maps, and workflow diagrams. Conduct “as-is” and “to-be” analyses to identify gaps across enterprise monitoring, service delivery, and system integrations.
- Support integration of enterprise monitoring tools (e.g., AIOps, ScienceLogic) into ServiceNow (Service+). Provide recommendations to enhance data visibility, automation, and mission-relevant dashboards. Ensure alignment with enterprise architecture and future-state EMS capabilities.
- Collaborate with Product Owners, architects, and developers to prioritize backlog items based on mission impact, enterprise dependencies, and NGA roadmaps. Support release planning, sprint refinement, and continuous service improvement initiatives.
- Lead User Acceptance Testing (UAT), including test script development, coordination, and validation against requirements. Ensure solutions meet the Definition of Done and comply with enterprise standards. Maintain documentation to support continuity of operations.
- Partner with program leadership, engineers, and mission stakeholders to ensure ServiceNow capabilities support operational outcomes. Prepare briefings, demonstrations, and training materials. Support stakeholder buy-in for enterprise initiatives and roadmap adoption.
- Assist in identifying process gaps, defining KPIs/CSFs, and supporting continuous service improvement efforts across EMS. Contribute to governance activities and standardization across enterprise services.
- Other duties as assigned.
Qualifications
- Bachelor’s degree and 2+ years of relevant experience; OR
- Associate and 4+ years of relevant experience; OR
- High School and 5+ years of relevant experience
- 5+ years of Business Analysis experience, with at least 3 years specifically focused on the ServiceNow platform.
- Active TS/SCI Clearance
Preferred Qualifications:
- Preferred ServiceNow Certified System Administrator (CSA)
- Preferred ServiceNow Certified Implementation Specialist (CIS) in ITSM or CSM
- Preferred ITIL v3/4 Foundation
- Ability to conduct stakeholder interviews, workshops, and process discovery sessions.
- Skill in eliciting, documenting, and validating business requirements.
Knowledge, Skills, and Abilities:
- Ability to work on-site full-time
- Ability to work independently and yet be effective within a team setting
- Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment
- Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
- Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
- Excellent skills in Microsoft Word, Excel, and other Office applications
- Proficient with Microsoft Office Applications, and experience working in a home office setting, as well as the ability to train end users on frequently asked technical issues.
- Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.
- Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it
How you’ll grow
At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.
We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
Benefits
At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
Learn more about what working at Chenega MIOS can mean for you.
