ServiceNow Business Analyst – Mid Level

Job Description

Centennial Technologies is seeking a mid-level Service Now Business Analyst who serves as a key liaison between business stakeholders and technical teams, ensuring Service Now solutions align with business needs. This role is responsible for gathering requirements, documenting processes, supporting configuration efforts, and ensuring successful delivery of Service Now implementations and enhancements.

• Elicit, analyze, and document business and functional requirements for Service Now modules including IT Service Management (ITSM), IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), Customer Service Management (CSM), and Security Operations (Sec Ops).
• Collaborate with business and technical stakeholders to assess current‑state processes and define future‑state workflows.
• Translate business requirements into well‑defined user stories, acceptance criteria, and functional specifications.
• Partner with Service Now developers and architects throughout solution design, configuration, and testing activities.
• Facilitate requirements workshops, backlog grooming, and sprint planning sessions.
• Support User Acceptance Testing (UAT) planning, execution, defect triage, and resolution.
• Ensure delivered solutions align with Service Now best practices, platform standards, and governance guidelines.
• Maintain project documentation including process flows, requirement traceability matrices, and configuration records.
• Support reporting and dashboard development using Service Now Performance Analytics.

• Bachelor’s degree in Business, Information Systems, or a related field (or equivalent experience).
• 5+ years of experience as a Business Analyst including 3+ years of experience in Service Now.
• Strong understanding of Service Now platform capabilities and data model.
• Must be experienced in DME and O&M environments preferably in Federal Govt projects.
• Must be able to manually test systems, applications, functional and nonfunctional requirements.
• Must have skills are requirements gathering & analysis, process mapping and improvement, user story creation, stakeholder communication, UAT coordination, Agile delivery.
• Experience working with Agile/Scrum methodologies.
• Ability to translate business needs into technical requirements.
• Excellent communication, documentation, and stakeholder management skills.
• Must be eligible to obtain public trust clearance.

• Experience with federal, healthcare, or regulated environments.
• Knowledge of integrations, CMDB, and workflow automation.
• Experience with Service Now reporting, dashboards, and Performance Analytics.
• Any Service Now certification is desirable.

• Location: Hybrid – At least 4 days onsite in Tysons Corner, VA.
• Job Type: Full‑time

Centennial Technologies Inc. is committed to a healthy work‑life balance and provides a collaborative and supportive professional environment. We offer flexible PTO, casual work culture, and regular opportunities for career advancement and skills development.

• Medical, Dental, and Vision Insurance
• Short‑Term and Long‑Term Disability
• Life Insurance
• 401(k) Retirement Plan
• Paid Time Off and Federal Holidays

• Supportive work environment that promotes work‑life balance
• Performance‑based rewards and recognition
• Regular employee feedback and collaboration
• Paid training in emerging technologies and federal compliance
• Client‑focused, employee‑centered growth

Centennial is an equal‑opportunity employer and complies with all applicable federal, state, and local employment laws.