ServiceNow Business Analyst
RESPONSIBILITIES: Kforce has a client that is looking for a ServiceNow Business Analyst to join our delivery team in Columbus, OH.
Overview:In this role, you will be responsible for bridging the gap between complex public sector business needs and technical ServiceNow solutions. You will work closely with stakeholders to elicit requirements, document process flows, and ensure that the platform delivers measurable value to the organization.
The ideal candidate has a deep understanding of ServiceNow capabilities and can translate "government-speak" into clear, actionable user stories for our development team, all while operating within a FedRAMP-compliant framework.
Key Responsibilities:- Requirement Elicitation: Lead discovery workshops and interviews with stakeholders to identify business pain points and define functional requirements for various ServiceNow modules (ITSM, ITOM, HRSD, etc.)
- Process Mapping: Design and document "As-Is" and "To-Be" business processes using industry-standard modeling techniques, ensuring alignment with ServiceNow best practices and CSDM standards
- Story Authoring: Create high-quality User Stories with clear Acceptance Criteria in an Agile/Scrum environment; Manage and prioritize the product backlog in collaboration with the Engagement Lead
- Stakeholder Management: Manage expectations of diverse stakeholder groups, providing regular updates on project progress and demonstrating platform functionality through "show-and-tell" sessions
- UAT Coordination: Lead User Acceptance Testing (UAT) efforts, including the creation of test scripts, coordination of testing windows with client participants, and management of defect reporting
- Operational Readiness: Support Organizational Change Management (OCM) by creating training materials, user guides, and communication plans to ensure high platform adoption rates
- Experience: 5+ years as a Business Analyst, with at least 3 years specifically focused on the ServiceNow platform
- Methodology: Strong experience working in Agile/Scrum environments and using tools like Azure DevOps, Jira, or ServiceNow Agile Development
- Public Sector Context: Experience working with state, local, or federal government entities is highly preferred
- Communication: Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical business owners
- Onsite Commitment: Must be able to work onsite 5 days a week in Columbus, OH
- ServiceNow Certified System Administrator (CSA)
- ITIL v4 Foundations
- PMI-PBA (Professional in Business Analysis) or CBAP (Certified Business Analysis Professional)
This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law.Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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