OVERVIEW
We are seeking a Senior Business Analyst to support a Department of Defense (DoD) contract, focusing on the migration and sustainment of the Computerized Maintenance Management System (CMMS) within ServiceNow. The ideal candidate will play a crucial role in gathering requirements, analyzing workflows, supporting system migration, ensuring compliance with DoD security policies, and providing training and documentation for end users.
This role requires expertise in ServiceNow CMMS, IT Service Management (ITSM), Facility Service Management (FSM), and Workplace Service Delivery (WSD). The selected candidate must be comfortable working in a fast-paced environment, collaborating with government stakeholders, and supporting system migrations to DISA’s Service Platform (DSP).
ROLES AND RESPONSIBILITIES
- Lead requirements gathering sessions with key stakeholders to define business processes, workflows, and system functionalities.
- Collaborate with technical teams to document business and functional requirements for ServiceNow configurations, integrations, and enhancements.
- Support the migration of CMMS data and processes from an on-premises solution to the DISA Service Platform (DSP) ServiceNow instance.
- Ensure compliance with DoD security and STIG requirements, documenting system configurations and security controls.
- Develop and maintain process flow diagrams, user stories, and system documentation.
- Work with developers and system administrators to ensure ServiceNow solutions align with business needs and user requirements.
- Support User Acceptance Testing (UAT), including creating test cases, tracking issues, and validating requirements.
- Develop training materials and user guides to support knowledge transfer and end-user adoption.
- Analyze and resolve user-reported incidents, identifying root causes and proposing improvements.
- Participate in Technical Interchange Meetings (TIMs) and stakeholder briefings to communicate project status and gather feedback.
- Perform other duties as assigned.
MINIMUM QUALIFICATIONS
- Experience working with ServiceNow, specifically in CMMS, FSM, WSD, or ITSM.
- Strong understanding of business process modeling, workflow automation, and system migration projects.
- Experience developing business and technical documentation, including requirements documents, process flows, and user guides.
- Knowledge of DoD cybersecurity requirements, including STIG compliance and security best practices.
- Experience with data migration projects, ensuring accurate data mapping and transformation.
- Strong facilitation and stakeholder engagement skills, with experience managing competing priorities.
- Ability to conduct user training and knowledge transfer sessions effectively.
- Strong analytical and problem-solving skills.
EDUCATION AND CERTIFICATIONS
- Bachelor’s degree in a related field of Business Analysis
PREFERRED QUALIFICATIONS
- ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist certification.
- Prior experience supporting the Defense Information Systems Agency (DISA) or DoD enterprise IT environments.
- Familiarity with DISA’s Service Platform (DSP) and general cloud migration concepts.
- Experience working in Agile and SAFe development environments.
- Experience with SQL queries, data analytics, or business intelligence tools.
- Prior experience supporting CMMS implementations, particularly in ServiceNow or Nuvolo.
- Familiarity with Lightweight Directory Access Protocol (LDAP) and Active Directory (AD) integrations.
- Experience working with cross-functional teams, including developers, system administrators, and project managers.
SECURITY CLEARANCE
- Holds or ability to obtain and maintain a DoD Secret clearance.
- Pursuant to a government contract, this position requires U.S. Citizenship.
Equal Opportunity Employer, including disability and veterans.