ServiceNow Business Analyst (REMOTE)

Koniag Management Solutions, LLC a Koniag Government Services company, is seeking a ServiceNow 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 ServiceNow 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 ServiceNow solutions, ensuring that platform implementations align with organizational needs and drive business value. The ideal candidate will combine strong analytical skills with ServiceNow platform knowledge and excellent communication abilities to deliver solutions that improve efficiency and user satisfaction.

Essential Functions, Responsibilities & Duties may include, but are not limited to:
The ServiceNow Business Analyst will work collaboratively with business users, IT teams, and stakeholders to understand business processes, identify improvement opportunities, and define requirements for ServiceNow 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 ServiceNow 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 ServiceNow developers and administrators to ensure accurate implementation of requirements
• Define acceptance criteria and develop test plans for ServiceNow solutions
• Conduct gap analysis between current state and desired future state
• Design and document ServiceNow 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 ServiceNow platform upgrades by assessing business impact and requirements
• Support change management activities related to ServiceNow implementation & user adoption

Education and Experience:

• 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 ServiceNow 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

Required Skills and Competencies:

• Strong understanding of ServiceNow platform capabilities and modules
• Proficiency in creating process flow diagrams using tools like Visio, Lucidchart, or similar
• Experience with requirements management tools (Jira, Azure DevOps, Confluence, SharePoint)
• Knowledge of ITIL processes (Incident, Problem, Change, Service Request, Knowledge Management)
• Understanding of workflow design and automation concepts
• Ability to create mock-ups and wireframes for user interface designs
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Visio)
• Basic understanding of relational databases and data relationships
• Familiarity with reporting and analytics tools
• Knowledge of system integration concepts and data flow mapping
• Understanding of user experience (UX) principles
• Outstanding written and verbal communication skills
• Collaborative team player who works effectively across functions
• Strong facilitation and presentation skills
• Active listening skills with ability to ask probing questions
• Stakeholder management and relationship building capabilities
• Customer-focused approach with emphasis on user satisfaction

Desired Skills and Competencies:

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS)
• Experience with specific ServiceNow modules (ITSM, ITOM, ITBM, CSM, HRSD, or others)
• Business Analysis certifications (CBAP, CCBA, PMI-PBA)
• ITIL Foundation certification
• Ability to translate technical concepts for non-technical audiences and vice versa
• Strong organizational skills with ability to manage multiple priorities
• Detail-oriented with commitment to accuracy and quality
• Problem-solving mindset with creative thinking abilities
• Adaptability and flexibility in dynamic environments
• Prior government consulting experience

Security Requirement:

• Ability to obtain a Public Trust

Travel:

• Minimal travel required (less than 10%)

Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com .

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352