Senior Business Analyst

Position Overview

iTech AG is seeking a dynamic Senior Business Analyst to lead and support the continued enhancement, governance, and strategic direction of our customer’s Service Now platform. This role serves as the connective tissue between business needs, technical delivery, and strategic product vision
, ensuring the platform evolves to meet enterprise-wide modernization goals.

The ideal candidate is a proven Service Now practitioner with a deep understanding of the many modules of the Service Now platform, and especially SPM (Strategic Portfolio Management). This individual will lead discovery and delivery activities, manage stakeholder expectations, and act as a deputy to the project manager while maintaining a product owner mindset that drives value realization across the enterprise.

• Lead business analysis efforts across all Service Now modules, conducting discovery workshops, journey mapping, and persona definition to capture functional and non-functional requirements.
• Translate high-level business needs into actionable epics, user stories, and acceptance criteria
  , maintaining a transparent and prioritized backlog in collaboration with stakeholders.
• Serve as the Product Owner
  , defining vision, roadmap, and value delivery for Service Now capabilities including ITSM, WSD, HAM, SAM, IRM, ITOM, Sec Ops, and SPM.
• Facilitate backlog grooming, sprint planning, and prioritization to ensure alignment with program objectives and funding priorities.
• Validate sprint outcomes against acceptance criteria and oversee UAT, ensuring quality, compliance, and user satisfaction prior to release.
• Develop comprehensive knowledge articles, training materials, and communication assets to support user adoption and platform enablement.
• Support sprint planning, risk and dependency tracking, and milestone management under agile delivery frameworks.
• Prepare and lead Pre-Project Planning
  , Decomposition
  , and sessions to align technical design, scope, and cost estimates across multiple teams and vendors.
• Partner with the PM and Federal Swimlane leads to ensure governance alignment, configuration management compliance, and change control approvals.
• Maintain end-to-end project documentation, including decision logs, action trackers, and communication artifacts to ensure transparency and accountability.
• Manage small teams of analysts or junior staff, promoting professional growth and cross-functional collaboration.
• Build trusted relationships with business owners, solution architects, and technical leads to ensure solutions meet functional and strategic needs.
• Lead stakeholder communications, preparing briefings, demos, and platform updates that clearly articulate business value and technical feasibility.
• Coordinate across agencies, vendors, and internal program offices to align on integration strategies, intake processes, and release planning.
• Champion continuous improvement by analyzing process efficiency, feedback, and platform data to identify opportunities for automation and optimization.
• Collaborate with technical teams to explore and implement AI/ML solutions that drive measurable efficiency gains and cost savings.
• Stay current with Service Now releases, features, and best practices
  , ensuring the platform remains secure, compliant, and forward-looking.
• Identify opportunities to rationalize legacy applications and onboard new business functions to Service Now as the enterprise system of record.
• Support cross-module alignment and data integrity between IT, HR, Finance, and Procurement workflows.

Required

• Bachelor’s degree in Information Systems, Business Administration, or other IT related field.
• 4+ years of progressive experience in Service Now-focused roles (Business Analyst or Product Owner).
• Demonstrated expertise in multiple Service Now modules, including ITSM, WSD, HAM, SAM, IRM, ITOM, Sec Ops, and particularly SPM
  .
• Strong understanding of Agile methodologies (Scrum, SAFe) and proven success managing agile ceremonies and sprint cycles.
• Exceptional written and verbal communication skills, with the ability to convey complex technical concepts to non-technical audiences.
• Experience developing and delivering user training, demos, and stakeholder enablement sessions.

• Service Now Certified System Administrator (CSA)
• One or more Service Now Implementation Specialist certifications (e.g., ITSM, ITAM, IRM, SPM).
• Agile or project management certification (e.g., CSPO, PMI-ACP, SAFe Agilist, PMP).
• Experience supporting or managing federal government programs.
• Demonstrated success leading AI/ML initiatives, automation, or analytics-driven enhancements within Service Now.