ServiceNow Business Analyst

Overview

CTG is seeking to fill a ServiceNow Business Analyst position for our client.

Location: Columbus, OH (Onsite 5 days a week)
Duration: 12 months

Duties:

• Lead requirements elicitation efforts through discovery workshops and stakeholder interviews to identify business needs and define functional requirements across ServiceNow modules (ITSM, ITOM, HRSD, etc.).
• Translate complex public sector requirements into clear, actionable user stories with well-defined acceptance criteria.
• Design and document “As-Is” and “To-Be” business processes using industry-standard modeling techniques aligned with ServiceNow best practices and CSDM standards.
• Collaborate with technical teams to ensure accurate implementation of requirements within the ServiceNow platform.
• Manage and prioritize the product backlog in coordination with the Engagement Lead in an Agile/Scrum environment.
• Facilitate stakeholder communication, providing regular updates and conducting demonstrations (“show-and-tell” sessions) of platform functionality.
• Lead User Acceptance Testing (UAT), including test script creation, coordination of testing activities, and defect tracking/resolution.
• Support Organizational Change Management (OCM) initiatives by developing training materials, user guides, and communication plans to drive adoption.
• Ensure all requirements and solutions comply with FedRAMP security and regulatory standards.

Skills:

• Strong knowledge of ServiceNow platform capabilities and modules (ITSM, ITOM, HRSD).
• Proficiency in Agile/Scrum methodologies and tools such as Azure DevOps, Jira, or ServiceNow Agile Development.
• Expertise in business process modeling and documentation techniques.
• Ability to translate technical concepts into business-friendly language and vice versa.
• Strong stakeholder management and communication skills across diverse groups.
• Understanding of Common Service Data Model (CSDM) and ServiceNow best practices.
• Familiarity with FedRAMP compliance requirements and secure environments.

Experience:

• 5 years of experience as a Business Analyst.
• At least 3 years of hands-on experience working with the ServiceNow platform.
• Experience working within Agile/Scrum delivery environments.
• Prior experience supporting public sector (state, local, or federal government) clients is highly preferred.
• Proven experience leading UAT and supporting change management initiatives.

Education:

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

Preferred Certifications:

• ServiceNow Certified System Administrator (CSA)
• ITIL v4 Foundation
• PMI-PBA or CBAP

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:
To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Tana Stilloe at Tana.Stilloe@ctg.com. Kindly forward this to any other interested parties. Thank you!

The expected base salary for this position ranges from $62.00 to $68.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.