ServiceNow Business Analyst

Customer Rapport & Communication: Build and maintain strong, trusted relationships with enterprise customers and stakeholders. Act as the primary point of contact, ensuring clear, empathetic, and effective communication throughout the project lifecycle.
Agile Backlog Management & Prioritization: Own and continuously update the product backlog within ServiceNow. Collaborate directly with customers to prioritize user stories based on business value, mission urgency, and operational readiness.
Backlog Refinement Leadership: Lead regular backlog refinement sessions with the development team and stakeholders to ensure user stories are thoroughly refined, sized, and ready for upcoming sprints.
PM Support / Scrum Master & Process Facilitation: Provide PM support as assigned, may perform Scrum Master duties to uphold Agile practices. Ensure the development team accurately updates their task inputs, story statuses, and effort tracking on the Agile board, while removing blockers to maintain delivery velocity.
Mentorship & Team Leadership: Provide guidance, coaching, and mentorship to non-senior business analysts on the team. Help them refine their requirement-gathering techniques, improve their user story writing skills, and navigate complex stakeholder dynamics.
Platform-Driven Project Intake: Lead discovery sessions with enterprise stakeholders to perform project intake, evaluate business needs, and define the scope for new modules and capabilities, managing all intake workflows directly within ServiceNow.
Requirement Extraction & Agile Story Authoring: Translate high-level business goals into detailed, technical requirements for workflow automation and user experience enhancements. Author and manage all user stories, acceptance criteria, and product backlogs inside ServiceNow.
Change Request Management: Create, submit, and manage formal Change Requests (CHGs) within ServiceNow to ensure all development efforts follow proper governance, scheduling, and risk mitigation protocols before production deployment.
UAT Leadership & Sign-Off: Lead the end-to-end User Acceptance Testing (UAT) phase. Ensure comprehensive UAT test cases are created, coordinate testing cycles with business stakeholders, and secure formal sign-off documentation required for release.
Developer Support & SDLC Facilitation: Partner closely with ServiceNow developers throughout the Agile SDLC, serving as the voice of the stakeholder, clarifying requirements, and unblocking delivery roadblocks.
Governance Alignment: Ensure all extracted requirements, user stories, and proposed workflows strictly align with the FAA's digital governance and enterprise architecture frameworks.
Technical Documentation: Author and maintain comprehensive technical documentation, process maps, user guides, and operational integration plans to support successful platform adoption.
Continuous Improvement: Relentlessly recommend, update and document process improvements in collaboration with the PM and Development team.