ServiceNow Business Analyst; REMOTE

Koniag Management Solutions, LLC a Koniag Government Services company, is seeking a Service Now Business Analyst to support KMS and our government customer. This position is remote. This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag Management Solutions (KMS) is seeking a detail-oriented Service Now Business Analyst to serve as a critical liaison between business stakeholders and technical teams. This role is responsible for gathering and translating business requirements into functional specifications for Service Now solutions, ensuring that platform implementations align with organizational needs and drive business value. The ideal candidate will combine strong analytical skills with Service Now platform knowledge and excellent communication abilities to deliver solutions that improve efficiency and user satisfaction.

The Service Now Business Analyst will work collaboratively with business users, IT teams, and stakeholders to understand business processes, identify improvement opportunities, and define requirements for Service Now implementations and enhancements. This individual will facilitate requirements workshops, document business processes, create functional specifications, and support testing and user adoption initiatives. Principal responsibilities include but are not limited to:

• Elicit, analyze, and document business requirements from stakeholders across various departments
• Translate business needs into detailed functional specifications and user stories for Service Now solutions
• Facilitate requirements gathering workshops, interviews, and focus groups with business stakeholders
• Analyze current business processes and workflows to identify improvement opportunities
• Create process flow diagrams, use cases, and workflow documentation
• Collaborate with Service Now developers and administrators to ensure accurate implementation of requirements
• Define acceptance criteria and develop test plans for Service Now solutions
• Conduct gap analysis between current state and desired future state
• Design and document Service Now configuration requirements including forms, workflows, catalog items, and reports
• Support user acceptance testing (UAT) coordination and defect resolution
• Create training materials and conduct end-user training sessions
• Develop and maintain requirements traceability matrices
• Participate in backlog grooming and sprint planning sessions in Agile development
• Gather and work w/ Product Owner to prioritize enhancement requests and feature requirements
• Create and maintain business process documentation and standard operating procedures
• Analyze system usage data and metrics to identify improvement opportunities
• Support Service Now platform upgrades by assessing business impact and requirements
• Support change management activities related to Service Now implementation & user adoption

• Bachelor’s degree in Computer science, Information Technology, or related field, & or equivalent work experience
• Minimum 1-3 years of experience as a Business Analyst, preferably in IT or enterprise systems
• At least 1-2 years of hands‑on experience with Service Now platform
• Proven experience gathering and documenting business requirements
• Experience with business process analysis and process improvement methodologies
• Track record of successfully delivering technology projects from requirements through implementation
• Experience with Agile/Scrum development methodologies

• Strong understanding of Service Now platform capabilities and modules
• Proficiency in creating process flow diagrams using tools like Visio, Lucidchart, or similar
• Experience with requirements management tools (Jira, Azure Dev Ops, Confluence, SharePoint)
• Knowledge of ITIL processes (Incident, Problem, Change, Service Request, Knowledge Management)
• Understanding of workflow…