ServiceNow Business Analyst

ServiceNow Business Analyst

B&A is seeking a skilled Business Analyst to support the modernization of the organization’s asset management solution. This initiative will implement the ServiceNow IT Asset Management (ITAM) module to replace the legacy OpenText Asset Manager system. The new solution will enhance asset visibility, improve lifecycle tracking, and strengthen audit compliance while integrating seamlessly with existing ServiceNow modules, including IT Service Management (ITSM), IT Operations Management (ITOM), CMDB, Security Operations, and Governance, Risk, and Compliance (GRC).

The Business Analyst will serve as the bridge between stakeholders and the technical team, ensuring business needs are accurately captured, documented, and translated into requirements for the ITAM solution. This role requires strong analytical skills, ServiceNow platform experience, and exceptional interpersonal communication to facilitate collaboration across diverse stakeholders.

Responsibilities

• Lead the business analysis workstream for the implementation of ServiceNow IT Asset Management and Hardware Asset Management, serving as the primary liaison between business stakeholders, process owners, technical teams, implementation partners, and program leadership.
• Define and document end-to-end hardware asset lifecycle processes, including request, procurement, receiving, inventory, deployment, assignment, transfer, repair, refresh, return, retirement, disposal, and data sanitization.
• Document current-state and future-state asset management processes using process maps, swim lanes, workflows, RACI matrices, and supporting procedures. Identify process gaps, inefficiencies, control weaknesses, and opportunities to standardize asset management practices in alignment with ServiceNow capabilities and organizational policies. Define business rules, approval workflows, roles, notifications, exceptions, and service-level expectations for ITAM/HAM processes.
• Analyze and document integration requirements between ITAM/HAM and ServiceNow ITSM, ITOM, CMDB, Security Operations, GRC, procurement, finance, endpoint management, identity, discovery, and other enterprise systems. Define integration data flows, business rules, ownership, error handling, reconciliation requirements, and acceptance criteria.

Education and Experience

• Bachelor's degree in a relevant field
• 10+ years of relevant experience

Required Skills

• Proven experience working as a Business Analyst on ServiceNow projects, with exposure to ITAM or related modules (ITSM, ITOM, CMDB, GRC, Security Ops).
• Advanced experience in business process and system analysis, design, improvement, and implementation.
• Demonstrated ability to understand business needs and translate them into technical requirements and solutions.
• Experience conducting group facilitation, stakeholder interviews, and other knowledge transfer activities.
• Exceptional interpersonal and communication skills, with the ability to build and maintain effective working relationships across technical and business teams.
• Strong organizational and documentation skills, with proficiency in requirements management tools and practices.
• Familiarity with both Agile and Traditional project delivery methodologies.

Desired Skills

• ServiceNow certifications (e.g., Certified System Administrator, ITAM Implementation Specialist, ITSM).
• Business Analysis certification (e.g., IIBA CBAP, PMI-PBA, or equivalent).
• Experience supporting modernization or migration from legacy systems to ServiceNow platforms.
• Knowledge of ITIL practices and IT service management frameworks.
• Experience working in government, public sector, or other regulated environments.
• Familiarity with audit, compliance, and lifecycle tracking requirements for IT assets.

Security Clearance

• Eligible to obtain a Public Trust Clearance.

Physical & Work Environment Requirements

Employees must be able to perform the essential functions of this position, with or without accommodation.

• Ability to remain stationary for extended periods while working at a computer.
• Frequently operate standard office equipment, including computers and telephones.
• Ability to communicate effectively in person, by telephone, video conference, and email.
• Occasionally move about the office and lift up to 20 pounds.
• Ability to work the assigned schedule with regular and reliable attendance.
• Ability to travel up to 10% as required.

More About B&A:

Notable Clients
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.

Benefits and Programs

B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as two tiers of dental coverage, vision, life & AD&D, disability, accident, hospital indemnity, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A’s 401(k) plan is available to all employees and includes a company matching contribution.

B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:

• The B&A Cares program: 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, and more
• A formal mentorship program
• Job shadowing and cross training opportunities
• Brand Ambassador program
• Employee Assistance Program (EAP) - Access to various support resources to include counseling, legal guidance, financial planning, and more
• Monthly teambuilding events
• B&A Annual Wellness Challenges: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, #ExerciseDuringLunchWithB&A, and more

At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.

EEO

B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A’s offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.

EEO is the Law

B&A participates in e-Verify. We provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s I-9 Form to confirm work authorization.