Senior ServiceNow Business Analyst

LightFeather is looking for a Senior ServiceNow Business Analyst to lead requirements gathering and process design across our federal government accounts. You will serve as the connective tissue between agency stakeholders and our delivery teams — converting complex mission objectives into well-defined, scalable implementations that hold up to federal compliance standards.

Location: Fully Remote (EST hours)
Job Type: Full-time
Clearance Requirement: U.S. citizenship is required for this position due to federal contract requirements and the need to obtain and maintain a Secret-level security clearance

• Facilitate client-facing workshops and structured discovery sessions to surface, analyze, and document business requirements in alignment with agency objectives.
• Convert mission-level needs into detailed user stories, acceptance criteria, and functional specifications within an Agile/Scrum delivery model.
• Perform gap assessments comparing existing legacy workflows against platform capabilities to inform build vs. configure decisions.
• Partner with the Agile Coach to develop, document, and roll out delivery processes and SOPs that drive consistency across all program teams.
• Own backlog quality — reviewing each user story for completeness, accuracy, and clarity to ensure every item satisfies the team's Definition of Ready before sprint intake.
• Mentor junior analysts on federal domain context, business intent, and platform best practices.
• Conduct peer reviews of functional designs and test scripts as part of the team's quality assurance process.
• Build end-to-end process maps, workflow diagrams, and data models to document service delivery flows.
• Counsel government clients on best practices, actively steering designs away from unnecessary customization and long-term technical debt.
• Partner with Solution Architects to validate that functional requirements are technically sound and deliverable.
• Ensure all designs conform to federal IT requirements including Section 508 accessibility standards and applicable security controls.
• Own UAT planning and execution — authoring test scripts, coordinating sessions with agency personnel, and tracking outcomes.
• Produce federal-standard documentation including SOPs, end-user guides, and training materials.

• U.S. citizenship is required for this position due to federal contract requirements and the need to obtain and maintain a Secret-level security clearance.
• Bachelor's degree in Business Administration, Information Systems, or equivalent field.
• 5+ years of Business Analyst experience, with a minimum of 3 years focused on the ServiceNow platform.
• Demonstrable background supporting federal contracting environments (DoD, DHS, or civilian agencies).
• Hands-on experience delivering within Agile/Scrum teams.
• Working proficiency with backlog management tools such as Jira or Azure DevOps.
• Skilled in process mapping tools (Visio, LucidChart, or equivalent).

• ITIL v4 Foundation (or higher).
• Project Management Professional (PMP) or Agile certifications (CSM, SAFe PO/PM).
• Certified ServiceNow Administrator (CSA)

Why Join LightFeather?
At LightFeather, you're not just taking a job—you're joining a purpose-driven team that delivers innovative, mission-critical solutions to make a real difference. You'll work on diverse, meaningful projects that challenge and inspire you, alongside some of the best minds in the industry.

LightFeather is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.