Business Analyst - ServiceNow

Since 1996, Networking For Future, Inc. (NFF) has been engineering the backbone of mission-critical systems for government and enterprise clients. With headquarters in Washington, DC, we provide expert technology consulting and design-build solutions that solve complex challenges and deliver measurable real-world results.

NFF is an ISO 27001:2022 and ISO 9001:2015 certified company. Our expertise includes solutions for Artificial Intelligence Enablement, Data Center & Cloud, Intelligent Networks, Secure, Connected IoT Technologies, Professional and Managed Services, Workforce Solutions and Zero Trust Strategies. NFF leverages a strategic portfolio of over 200 industry-leading technology brands to deliver precisely tailored solutions that align with each client's unique requirements and mission objectives.

NFF is a Cisco Gold Integrator Partner, Splunk Partner, Arista Partner, Cohesity Partner, Apptega Partner, NetApp Gold Partner, VMware Enterprise Partner, Alloterra Labs Partner, Axis Communications Partner, Asimily Partner, Signify Partner, Rapid7 Partner, Foresite Partner, Arctic Wolf Partner, Microsoft Certified Silver Partner, and Dell Solution Provider Partner.

NFF also holds GSA Schedule 47QTCA21D0047 and many other government contract vehicles.

NFF,Inc. is seeking an experienced ServiceNow Business Analyst to lead and support the delivery of ServiceNow initiatives from concept to implementation. This role will oversee project planning, requirements gathering, and stakeholder coordination while ensuring solutions align with industry best practices and IT service management goals. The ideal candidate has deep ServiceNow platform expertise, strong analytical and communication skills, and a proven ability to guide cross‑functional teams through design, development, testing, and adoption activities. 

Responsibilities:

• Lead end‑to‑end delivery of ServiceNow initiatives from intake and scoping through design, development, testing, training, deployment, and stabilization, ensuring alignment with the customer's strategy and governance models.
• Manage project timelines, milestones, risks, and communications; coordinate cross‑functional teams, including technical developers, architects, product owners, and business stakeholders.
  Ensure project activities follow industry best practices, ServiceNow implementation standards, and delivery frameworks.
• Conduct requirements elicitation sessions (workshops, interviews, JAD sessions) to document business, functional, and technical requirements for new or enhanced ServiceNow modules, workflows, and integrations.
• Translate business processes into detailed process flows, user stories, acceptance criteria, and configuration specifications; validate alignment with ITIL/ITSM processes.
• Apply expert‑level knowledge of ServiceNow (platform configuration, catalog items, forms, workflows, dashboards, reporting, and core ITSM modules such as Incident, Problem, Change, Service Catalog, HAM/SAM/CMDB) to design optimal, scalable solutions.
• Validate platform configurations and assist technical teams with data modeling, enhancements, integrations, and custom development efforts.
• Partner with technical staff to confirm feasibility, identify design constraints, and streamline configuration and implementation processes.
• Build trusted relationships with business owners, program leadership, and technical teams; serve as primary liaison for requirements, prioritization, design decisions, and issue resolution.
• Support Organizational Change Management (OCM) efforts by communicating “future‑state” workflows, facilitating solution demonstrations, developing training materials, and delivering end‑user training sessions.
• Maintain all project artifacts including requirements, design documents, test evidence, meeting notes, training materials, and status reports.
• Prepare dashboards, performance reports, KPIs, and analytics using ServiceNow reporting, Performance Analytics, or complementary BI tools (e.g., PowerBI).
• Identify opportunities to streamline workflows, improve data integrity, optimize IT service management processes, and enhance user experience across the ServiceNow ecosystem.

Qualifications: 

• Required 11+ years’ experience as a business analyst
• Required 11+ years of Software Development Lifecycle experience (SDLC)
• Required 11+ years’ experience with requirements gathering and documentation
• Required 11+ years of Microsoft office experience
• Required 8+ years of IT Service Management experience
• Required 8+ years’ experience supporting the configuration and development of ServiceNow

NFF offers a competitive salary, comprehensive benefits and flexible paid time off options, for eligible employees:

• Medical, Dental and Vision, Health Savings Account, Flexible Spending Account
• STD, LTD, Supplemental life insurance and ADD&D
• Comprehensive 401k plan
• Paid Time Off

NFF is an Equal Opportunity Employer.

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