[Remote] Cleared ServiceNow Business Analyst- ITSM and ITOM

Note: The job is a remote job and is open to candidates in USA. Windward Consulting is an Elite ServiceNow Partner that delivers real-world Service Reliability solutions. They are seeking a highly motivated ServiceNow Business Analyst to support the implementation and adoption of ServiceNow applications, bridging business needs and technical solutions to ensure alignment with organizational goals.

Responsibilities

• Support workshops, interviews, and process mapping sessions to capture as-is and to-be workflows
• Support documentation of functional and non-functional requirements for ServiceNow implementations
• Translate business needs into clear, actionable user stories and acceptance criteria
• Partner with ServiceNow developers, architects, and platform owners to translate requirements into configuration, workflows, and automation
• Analyze and document existing applications to be transitioned into custom ServiceNow applications
• Participate in sprint planning, backlog grooming, and UAT cycles within an Agile or hybrid delivery framework
• Define and execute test cases; coordinate user acceptance testing and issue resolution
• Support solution design and configuration activities by clarifying requirements, validating prototypes, reviewing workflows, and confirming that ServiceNow ITOM and ITSM solutions align with documented business needs
• Ensure delivered solutions meet defined requirements and quality standards
• Contribute to process documentation, training materials, and continuous improvement initiatives
• Support Agile, Waterfall, and Hybrid development methodologies across diverse client environments
• Provide project updates, status reports, and documentation for decision-making and governance
• Conduct training sessions and create user guides as needed

Skills

• Active DoD Secret Clearance
• Alignment with DoD 8570/8140 baseline requirements (CompTIA Security+ CE or equivalent)
• 3-5 years of business analysis experience, with 1+ year focused on ServiceNow implementations
• Bachelor's degree or better in Information Systems, Business Administration, Computer Science, or related field
• Project management and/or business process experience in a business context
• Demonstrated experience in requirements gathering, process design, and user story creation in an Agile environment
• Familiarity with Agile, Waterfall, and Hybrid development methodologies
• Strong analytical and problem-solving skills with attention to detail
• Excellent communication, facilitation, and stakeholder management skills
• ServiceNow Certified System Administrator
• Familiarity with ServiceNow data structures, tables, and workflows
• Experience with ITOM, ITSM and one or more additional ServiceNow modules (e.g., HRSD, CSM, SPM, or custom applications)
• Experience producing BA deliverables such as business requirements documents, process flows, user stories, acceptance criteria, requirements traceability matrices, UAT test scripts, and stakeholder sign-off documentation
• PMI Project Management Professional (PMP) certification
• ICAgile or equivalent Agile certification

Benefits

• Medical
• Dental
• Vision
• Flexible Spending Accounts
• Short Term Disability
• Long Term Disability
• Life Insurance and AD&D
• Option to purchase additional Life Insurance and AD&D
• Paid Time Off
• Personal Leave
• Holidays
• 401(k) plan with company match
• Work/life balance

Company Overview