ServiceNow Business Analyst

Summary

ServiceNow Business Analyst

Springfield, VA

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.

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.

Chenega MIOS’s culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega’s impact on the world.

Chenega MIOS News- https://chenegamios.com/news/

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site - www.chenegamios.com

Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm

LinkedIn - https://www.linkedin.com/company/1472684/

Facebook - https://www.facebook.com/chenegamios/

#Chenega Agile Real Time Solutions, LLC