ServiceNow Business Data Analyst

Job Description ECS is seeking a Service Now Business Data Analyst to work on-site 3 days per week in our Arlington, VA office. ECS is seeking a Service Now Business Analyst with strong data analysis skills to support a large federal IT modernization initiative. This role bridges business process understanding, Service Now configuration, and data-driven insight to help agencies optimize workflows, reporting, and performance outcomes.

The ideal candidate will translate mission requirements into actionable user stories, support data governance and reporting needs, and collaborate across functional teams to deliver measurable value through the Service Now platform.

• Serve as the primary liaison between business stakeholders and the Service Now development team to define, document, and validate requirements.
• Elicit and refine functional and technical requirements for new Service Now modules, enhancements, and integrations.
• Analyze, model, and map business processes to Service Now workflows to improve automation and efficiency.
• Support the design of dashboards, KPIs, and performance analytics for executive and operational reporting.
• Perform data validation, cleansing, and transformation activities to ensure accuracy and integrity of Service Now data.
• Assist with testing, UAT coordination, and change‑management documentation.
• Develop user stories, acceptance criteria, and test scripts within Agile or SAFe frameworks.
• Support compliance with federal data governance, security, and accessibility standards.
• Provide ongoing support for process optimization, training, and knowledge transfer.

• Bachelor’s degree in Information Systems, Business Administration, Data Analytics, or related field.
• 7+ years of experience in business analysis or systems analysis, including 3+ years supporting Service Now implementations.
• Demonstrated understanding of ITIL and ITSM processes and how they map to Service Now modules.
• Experience working with Service Now Reporting, Performance Analytics, and CMDB data structures.
• Proficiency in data analysis, visualization, and query tools (e.g., Excel, Power BI, or SQL).
• Excellent communication, documentation, and stakeholder‑engagement skills within federal environments.
• Strong analytical mindset with ability to interpret and communicate technical data insights to non‑technical audiences.

• Service Now Certified System Administrator (CSA) or Certified Business Analyst (CBA).
• Experience with Service Now ITAM, ITOM, or HRSD modules.
• Working knowledge of Agile or SAFe frameworks and Jira or Azure Dev Ops.
• Familiarity with federal data standards, Section 508 compliance, and FISMA/FedRAMP environments.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

ECS is a leading mid‑size provider of technology services to the United States Federal Government. We focus on people, values, and purpose. Every day, our 3,300+ employees provide technical talent to support the Federal Agencies and Departments of the U.S. Government to serve, protect, and defend the American People.