Back to jobs
New

Senior ServiceNow Business Analyst

United States

LightFeather is seeking a Senior ServiceNow Business Analyst to lead the requirements gathering and process design for our federal agency clients. In this role, you will act as the critical bridge between federal business stakeholders and our technical development teams. You will be responsible for translating complex mission requirements into scalable ServiceNow solutions, ensuring compliance with federal standards, and maintaining the highest quality of data in our backlog.. This is a Full Time, Remote Position.

Location: Fully Remote (EST hours)
Job Type: Full-time
Citizenship: U.S. Citizenship Required
Clearance Requirement: Ability to obtain and maintain a Secret Level security clearance.

Responsibilities

  • Lead client workshops and focus groups to elicit, analyze, and document business requirements, ensuring alignment with agency mission goals.
  • Translate high-level business needs into comprehensive user stories, acceptance criteria (AC), and functional specifications within Agile/Scrum frameworks.
  • Conduct gap analysis to identify the delta between current legacy processes and ServiceNow "Out of the Box" (OOTB) functionality.
  • Collaborate directly with the Agile Coach to design, document, and distribute new Agile processes and standard operating procedures (SOPs) that support all ServiceNow delivery teams. Ensure these processes drive consistency, efficiency, and alignment across the broader program.
  • Review all user stories and requirements for accuracy, completeness, and ambiguity. Ensure every story meets the team's "Definition of Ready" before it is approved for sprint planning.
  • Provide guidance and mentorship to junior developers and junior analysts. Help them understand business context, federal domain constraints, and ServiceNow best practices to foster their professional growth.
  • Conduct peer reviews of functional designs and test scripts to maintain high standards of quality control across the delivery team.
  • Develop detailed process maps, workflows, and data models to visualize end-to-end service delivery.
  • Advise government stakeholders on ServiceNow best practices, steering them away from excessive customization that creates technical debt.
  • Collaborate with System Architects to ensure functional designs are technically feasible.
  • Ensure all solution designs adhere to federal IT standards, including Section 508 compliance (accessibility) and FISMA/NIST security controls.
  • Develop and execute User Acceptance Testing (UAT) plans, creating test scripts and coordinating testing sessions with government personnel.
  • Create federal-grade deliverables, including Standard Operating Procedures (SOPs), User Guides, and Training Decks.

Required Qualifications and Skills:

  • U.S. Citizenship
  • Ability to obtain and maintain a Secret Level security clearance.
  • Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
  • 5+ years of experience as a Business Analyst, with at least 3 years dedicated to the ServiceNow platform.
  • Proven experience working in the federal contracting space (DoD, DHS, or Civilian agencies).
  • Experience working in an Agile/Scrum environment.
  • Deep knowledge of ServiceNow ITSM and at least one other major workflow (e.g., ITOM, HRSD, SPM, ITAM, Custom Applications).
  • Strong experience with Jira, ServiceNow Agile, or Azure DevOps for backlog management.
  • Proficiency in Visio, LucidChart, or similar tools for process mapping.
  • ServiceNow Certified System Administrator (CSA) - REQUIRED

Preferred:

  • ITIL v4 Foundation (or higher).
  • Project Management Professional (PMP) or Agile certifications (CSM, SAFe PO/PM).

Why Join LightFeather?
At LightFeather, you're not just taking a job—you're joining a purpose-driven team that delivers innovative, mission-critical solutions to make a real difference. You'll work on diverse, meaningful projects that challenge and inspire you, alongside some of the best minds in the industry.

Create a Job Alert

Interested in building your career at LIGHTFEATHER IO LLC? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Phone
Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf


Education

Select...
Select...
Select...
Select...

Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in LIGHTFEATHER IO LLC’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.