Job Description

The ServiceNow (SNOW) Business Analyst / Trainer serves as a key liaison between business stakeholders and technical teams, translating functional needs into scalable ServiceNow solutions within a federal or enterprise IT environment. This role combines strong business analysis capabilities with end-user training expertise to ensure successful system adoption and operational alignment.

The incumbent will lead requirements gathering, documentation, and testing efforts while also designing and delivering training programs that support system functionality and business process improvements. The role requires structured documentation skills, stakeholder engagement, and the ability to communicate complex concepts clearly to both technical and non-technical audiences.

Key Responsibilities

• Elicit, analyze, and decompose business requirements into user stories, workflows, and acceptance criteria aligned with ServiceNow capabilities.

• Author structured documentation, including management plans, SOPs, and quality control artifacts, in compliance with enterprise governance standards.

• Collaborate with developers and architects to configure and support ServiceNow modules such as ITSM and request management.

• Design and deliver instructor-led and virtual training sessions; develop training materials and maintain knowledge base articles.

• Facilitate stakeholder meetings, workshops, and sprint reviews to gather requirements and communicate project status.

• Support User Acceptance Testing (UAT) by developing test cases, tracking execution, and validating system performance against requirements.

• Track project progress through dashboards and reporting tools; communicate risks, issues, and status updates to leadership.

• Apply process improvement methodologies to evaluate workflows and recommend optimized ServiceNow solutions.

Required Qualifications

• Bachelor’s degree in Business, Information Systems, or related field (or equivalent experience).

• 5–8 years of experience in business analysis, including requirements gathering and documentation development.

• Demonstrated experience supporting ServiceNow implementations or modules (e.g., ITSM, request management).

• Proficiency in Microsoft Word, Excel, and PowerPoint for documentation, reporting, and training materials.

• Experience facilitating stakeholder engagement, workshops, and cross-functional collaboration.

• U.S. Citizenship required.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).

• Experience supporting federal or highly regulated environments with structured documentation standards.

• Familiarity with Agile methodologies (Scrum, SAFe) and tools such as Jira or ServiceNow Agile.

• Experience developing and delivering formal training programs in enterprise systems.

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.