ServiceNow Business Process Analyst

Description SAIC is seeking a ServiceNow Technical Business Analyst to join our NORAD/NORTHCOM Enterprise IT Team and play a pivotal role in supporting enterprise IT operations using the ServiceNow platform. The primary responsibility of this role is to bridge the gap between business needs and technical solutions by defining requirements, designing workflows, and ensuring the successful implementation of ServiceNow solutions in a mission-critical environment. The ideal candidate will have a strong understanding of ServiceNow’s capabilities and modules—including IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM)—with experience translating business processes into technical designs. This role involves close collaboration with stakeholders, system developers, and administrators to design and deploy solutions that align with mission priorities. Key Responsibilities Gather, document, and prioritize business and technical requirements for ServiceNow development and configuration projects. Collaborate with stakeholders and end-users to understand business needs and translate them into functional workflows and technical specifications. Define and document ServiceNow platform configurations, including catalog items, workflows, business rules, client scripts, and reporting dashboards. Work with development teams to implement modules and capabilities such as ITSM, ITOM, ITAM, CMDB, Incident, Problem, and Service Catalog. Perform gap analysis between business requirements and ServiceNow system functionality to provide tailored solutions. Collaborate on the development of custom integrations between ServiceNow and external applications using REST APIs or other integration tools. Identify opportunities for improvement or automation of business processes through ServiceNow features such as Flow Designer, Workflow Editor, and script-based automation. Conduct user acceptance testing (UAT) and coordinate with end-users and administrators to ensure solutions meet mission requirements. Act as the primary point of contact between key stakeholders and technical teams to drive successful project execution. Train end-users on new workflows, modules, and reports and provide ongoing support for ServiceNow implementations. Ensure compliance with governance and security policies in all configurations and workflows within ServiceNow. Qualifications TYPICAL EDUCATION AND EXPERIENCE: 5 years or more with a bachelor’s degree, 3 years or more with a master’s degree, 0 years or more with a PhD. Required Qualifications: Bachelor’s Degree in Cybersecurity, Computer Science, IT, or a related field. Experience: 3-6 years of professional experience managing and supporting enterprise-level IT environments. Certifications CompTIA Cloud+. CompTIA Security+. GIAC Global Industrial Cyber Security Professional (GICSP). GIAC Security Essentials Certification (GSEC). Systems Security Certified Practitioner (SSCP). Technical Skills Strong functional knowledge of ServiceNow platform capabilities, including workflows, business rules, client-side scripts, ACLs (Access Control Lists), and data models. Familiarity with integration concepts, including configuring REST APIs and third-party integrations via ServiceNow IntegrationHub or custom scripts. Proficiency in using ServiceNow tools to create reporting dashboards and customized reporting solutions. Basic scripting skills (such as JavaScript) to support workflow enhancements, automation, and troubleshooting. Knowledge of Agile project methodologies, including experience using Jira, ServiceNow Agile Development, or similar tools for managing development projects. Preferred Qualifications Experience working in a highly secure environment with strict governance and compliance frameworks. Strong knowledge of government or defense mission systems and their alignment with ITIL-based workflows. Additional certifications in ServiceNow modules such as IT Operations Management (ITOM) or HR Service Delivery (HRSD). Clearance Requirement: Active Secret with ability to obtain TS/SCI clearance. Work Environment and Notes On-Site Work: All work must be conducted on-site in Colorado Springs, CO. Program Scope: Supports on-premises enterprise IT environments, including virtualized Windows servers, MS SQL Server databases, and networking layers. Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors. #J-18808-Ljbffr