ServiceNow - BA/ Functional Lead

ServiceNow - BA/ Functional Lead

Location: Fully Remote

Need candidates with Security clearance OR Prior Federal agency experience.

Role Description:

Serve as Lead ServiceNow BA and Scrum Master for one or more scrum teams. Partner with stakeholders and architects to translate business needs into wellformed user stories and acceptance criteria, guide solution decisions (OOB vs. customization), and ensure outcomes align with ITIL and CSDM. Drive agile ceremonies, manage RAID, and deliver measurable improvements through disciplined backlog and metricdriven execution.

Serve as the bridge between business stakeholders and the delivery team, translating needs into clear, testable user stories and acceptance criteria. Support agile delivery, facilitate requirements workshops and demos, and ensure documentation, traceability, and UAT readiness within a ServiceNow program.

Requirements elicitation & documentation (workshops, interviews, process maps).

• User stories & acceptance criteria (INVEST, Given When Then).
• Agile/Scrum: participate in ceremonies, assist backlog refinement, support sprint planning.
• Stakeholder communication: clear status updates, RAID tracking, crossteam coordination.
• UAT support: test case development, defect triage, traceability to requirements.
• ServiceNow familiarity (ITSM/CSM concepts, Catalog/SLAs, CSDM awareness) preferred.
• ServiceNow ITSM functional expertise (Incident, Problem, Change, Request, Knowledge, Catalog, SLAs, CMDB/CSDM).
• Agile/Scrum leadership: run ceremonies, plan sprints, manage backlog, remove impediments.
• Business analysis: facilitate workshops; write clear user stories & acceptance criteria.
• Stakeholder communication: status updates, RAID management, crossteam coordination.
• Solution validation: partner with architects on OOB vs. customization and NFRs.
• Metricsdriven delivery: monitor velocity/burndown; drive UAT and release readiness.