The Role
Serves as the functional bridge between business stakeholders and ServiceNow technical teams. Analyzes processes, gathers requirements, designs solutions, optimizes ServiceNow modules, manages user stories and backlogs, supports testing and upgrades, creates training materials, and drives user adoption. Requires strong ServiceNow platform expertise, business process analysis, solution design, Agile backlog management, and stakeholder liaison experience. An active TS/SCI clearance and willingness to upgrade to TS/SCI with polygraph are required.
Summary Generated by Built In
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.
Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.
Join us to drive positive, lasting change that moves missions and the government forward!
Job Description:
Accenture Federal Services is seeking a dedicated ServiceNow (SNOW) Functional Analyst to serve as a critical bridge between our business stakeholders and our ServiceNow technical team. In a dynamic enterprise environment, your role will be to ensure our ServiceNow platform effectively meets business needs, drives process efficiencies, and maximizes user adoption. Your mission is to translate high-level business requirements and process improvements into actionable ServiceNow solutions, while championing best practices and optimal utilization of the platform. You will be the "Voice of the Customer" for our business users and the "Champion of Best Practices" for our ServiceNow development and administration teams.
The work you'll do:
- Work directly with business stakeholders and end-users to understand their pain points, process inefficiencies, and unique departmental needs within the ServiceNow platform.
- Identify where the current ServiceNow implementation can be enhanced or optimized and collaborate with ServiceNow developers and administrators to prioritize feature development and enhancements.
- Develop and execute strategies to optimize the utilization of various ServiceNow modules (e.g., ITSM, ITBM, CSM, HRSD, GRC, CMDB) and ensure successful user adoption.
- Support functional workflows across different ServiceNow modules, ensuring a consistent and intuitive user experience.
- Create comprehensive documentation, self-service guides, user manuals, and training materials that enable users to effectively leverage ServiceNow solutions.
- Establish formal mechanisms (e.g., surveys, working groups, office hours, feedback sessions) to ensure the ServiceNow roadmap stays aligned with the evolving needs of the business.
- Participate in testing and validation of new ServiceNow features, enhancements, and upgrades to ensure they meet functional requirements and user expectations.
Here's what you need:
- Bachelor’s or Master’s degree in Computer Science, Information Systems, Business Administration, or a related field.
- 4+ years of experience in a Functional Analyst, Product Owner, Business Analyst, or Systems Analyst role, specifically within ServiceNow implementations or administration environments.
- A strong functional understanding of ServiceNow (SNOW) platform capabilities and modules.
- Demonstrated understanding of the ServiceNow platform architecture and best practices.
- Proven track record of leading business process analysis, requirements gathering, and solution design within the ServiceNow ecosystem.
- Proven experience acting as a liaison between business stakeholders and technical development/administration teams.
- Deep experience writing high-quality User Stories, Acceptance Criteria, and managing complex backlogs in Jira or similar Agile project management tools.
Bonus points if you have:
- Prior experience as a ServiceNow developer, administrator, or a strong technical understanding of the platform's configuration and customization capabilities.
- Familiarity with additional ServiceNow modules like IT Business Management (ITBM), Customer Service Management (CSM), Human Resources Service Delivery (HRSD), or Governance, Risk, and Compliance (GRC).
- Experience with ServiceNow integrations with other enterprise systems.
- Understanding of IT Service Management (ITSM) frameworks such as ITIL.
- ServiceNow Certifications (e.g., Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in ITSM or other modules).
Security clearance:
- Active TS/SCI security clearance is required, and must be willing and able to upgrade to TS/SCI with Poly.
As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.
The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:
$124,000—$246,400 USD
What We Believe
As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.
Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.
Requesting An Accommodation
Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
Skills Required
- Bachelor's or Master's degree in Computer Science, Information Systems, Business Administration, or a related field
- 5+ years of experience as a Functional Analyst, Product Owner, Business Analyst, or Systems Analyst within ServiceNow implementations or administration environments
- Strong functional understanding of ServiceNow ITSM capabilities, including Incident, Problem, Change, Request, and Knowledge Management
- Functional understanding of ServiceNow CMDB, Asset Management, Service Portal, Service Catalog, Workflow, and Flow Designer
- Understanding of ServiceNow platform architecture and best practices
- Experience leading business process analysis, requirements gathering, and solution design within ServiceNow
- Experience acting as a liaison between business stakeholders and technical development or administration teams
- Experience writing User Stories and Acceptance Criteria and managing complex backlogs in Jira or similar Agile project management tools
- Prior experience as a ServiceNow developer or administrator, or strong technical understanding of ServiceNow configuration and customization
- Familiarity with ServiceNow ITBM, CSM, HRSD, or GRC modules
- Experience integrating ServiceNow with other enterprise systems
- Understanding of IT Service Management frameworks such as ITIL
- ServiceNow certifications such as CSA or CIS
- Active TS/SCI security clearance
- Willingness and ability to upgrade to TS/SCI with polygraph
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The Company
What We Do
Accenture Federal Services is a leading US federal services company and subsidiary of Accenture LLP. It empowers US federal agencies to reinvent their operations and deliver missions faster using technology and AI. By leveraging mission expertise and commercial innovation, the company provides solutions in cloud, data, and cybersecurity to help the government make the nation stronger, safer, and more resilient.
