Business Analyst (ServiceNow CSM)

Job ID: 26-16934Location: Reston, VA / 50% RemoteContact: Paras SharmaContact Email: View email address on click.appcast.io Phone: 7328256427Company: MindlanceHybrid onsite at Reston, VAMUST have:Proven experience with ServiceNow CSM implementation. Ability to understand customers business requirements and translate that into ServiceNow features stories. Ability to drive implementation with Plans and conduct demos with the customers and leadership teamPURPOSE: The Agile Senior Business Analyst serves as a key liaison between business stakeholders and Agile delivery teams, ensuring that evolving business needs are continuously understood, prioritized, and translated into actionable user stories and product features. This role is responsible for facilitating Agile ceremonies, refining backlogs, and driving iterative delivery of value through close collaboration with Product Owners, Scrum Masters, developers, and QA teams. The incumbent ensures that business objectives are met by enabling adaptive planning, early delivery, and continuous improvement.ESSENTIAL FUNCTIONS: 20% Interprets business needs and issues by gathering, eliciting, creating, analyzing, documenting and validating the Business area’s user and/or technical (functional/non-functional) requirements. Collaborate with Product Owners and stakeholders to elicit, analyze, and refine business needs into well-defined epics, features, and user stories. Facilitate backlog grooming sessions to ensure stories are INVEST-compliant (Independent, Negotiable, Valuable, Estimable, Small, Testable). Define acceptance criteria and ensure traceability of requirements throughout the Agile lifecycle. Participates in the tracking and management of open issues and assists in planning for resolution. Participates in development sessions and design reviews in order to ensure design meets user requirements. 20% Responsible for the overall success of user acceptance testing, including documentation, verification and release. Lead User Acceptance Testing (UAT) planning and execution, ensuring alignment with sprint goals and Definition of Done. Collaborate with cross-functional teams to identify and implement process improvements that align with Agile principles. Analyze root causes of system or process issues and propose iterative solutions or enhancements. Actively participate in retrospectives to identify and act on opportunities for team and product improvement. Document test scenarios and coordinate defect triage and resolution with QA and development teams. Support end users with training and release communications. 20% Identifies, documents and troubleshoots problems utilizing acquired experience and knowledge of the relationships in systems, software and processes. Collaborate with appropriate stakeholders to monitor, report and resolve issues. Participates in the development of solutions and workarounds that solve moderate to high complexity technical, system and/or business issues. 20% Maintain clear and concise documentation of business processes, workflows, and system interactions using Agile-friendly formats (e.g., user story maps, process flows). Ensure documentation evolves with the product and remains accessible and relevant. Communicate effectively across teams and stakeholders to ensure shared understanding and alignment. 10% Monitors and reports project status to identify and mitigate risks and to ensure quality and timely deliverables. Coordinates assigned projects from concept through implementation. Prioritize and manage new work requests. 10% Research and respond to policy-related inquiries impacting Agile delivery or system behavior. Ensure compliance with internal and external regulations, especially those related to federal healthcare programsQualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education Level: Bachelor's Degree Education Details: Business, Information Technology, Computer Science or related fieldExperience: 5 years progressive experience in business analysis, systems analysis, testing or other analytical experience Health insurance experience Experience with interacting with large scrum teams Agile experience Hands-on experience with creating 10-15 user stories per week in JIRAIn Lieu of Education In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.Preferred Qualifications Proven ability to deliver high-quality Agile artifacts and contribute to cost-effective, value-driven solutions. Strong understanding of Agile frameworks (Scrum, Kanban, SAFe) and business analysis core competencies. Advanced proficiency in Microsoft Office and Agile tools (e.g., Jira, Confluence, Azure DevOps). Exceptional communication, facilitation, and stakeholder engagement skills. Ability to thrive in a fast-paced, dynamic environment with shifting priorities and multiple concurrent initiatives.EEO: “Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”