ServiceNow Business Analyst

Capgemini Government Solutions (CGS) LLC is seeking a motivated ServiceNow Business Analyst to support our federal clients as part of our growing ServiceNow capability team. This role is ideal for a mid-level BA with strong analytical skills, platform understanding, and a desire to help translate mission needs into meaningful technical solutions. You will partner closely with both business stakeholders and technical teams to design, validate, and deliver high-quality ServiceNow capabilities across ITSM, ITOM, CMDB, and related modules.

Job Responsibilities

As a ServiceNow Business Analyst, you will :

• Requirements & Process Analysis
• Collaborate with stakeholders to gather, clarify, and document business requirements.
• Translate requirements into user stories with clear acceptance criteria.
• Analyze current-state workflows to identify gaps, bottlenecks, and opportunities for improvement.
• Map business processes and recommend ServiceNow-enabled automation or optimization.
• ServiceNow Solution Support
• Work with developers to support configuration and customization across ITSM, ITOM, CMDB, and related modules.
• Support dashboard, report, and workflow design to meet business objectives.
• Assist in validating platform capabilities and recommending solutions aligned with platform best practices.
• Testing & Quality Assurance
• Develop test plans and test cases; perform functional and UAT testing.
• Validate configurations, data flows, forms, and integrations.
• Ensure delivered features meet requirements, quality standards, and stakeholder expectations.
• Stakeholder Engagement & Communication
• Serve as the liaison between the business and technical teams—facilitating requirements sessions, demos, and retrospectives.
• Capture feedback, refine requirements, and ensure alignment throughout the development lifecycle.
• Maintain momentum across Agile ceremonies by supporting Sprint Planning, Backlog Refinement, and stand-ups.
• Documentation & Delivery
• Produce clear, comprehensive user stories, process maps, SOPs, and technical documentation.
• Maintain documentation to support governance, future enhancements, and knowledge transfer.
• Required Qualifications
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field.
• 5+ years of Business Analyst experience, including 2+ years directly supporting ServiceNow.
• Strong understanding of ITSM, ITOM, and CMDB modules and general ServiceNow platform capabilities.
• Experience with Agile / Scrum methodologies and tools such as JIRA or Azure DevOps.
• Proficiency in requirements gathering, process mapping, documentation, and analysis.
• Ability to communicate effectively across business and technical teams.
• Active Secret Clearance (required).
• US Citizenship required.
• Preferred Qualifications
• ServiceNow Certified System Administrator (CSA) or equivalent certification.
• Experience with ServiceNow integrations using REST / SOAP APIs.
• Familiarity with JavaScript / Glide scripting, or understanding of script-based logic.
• Experience building dashboards or performance analytics within ServiceNow.
• Background supporting federal government environments.
• Knowledge of ITIL principles and ITSM best practices.
• Familiarity with Power Platform (Power BI, PowerApps, Power Automate).

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

Get The Future You Want | www.capgemini.com

Disclaimer

All qualified applicants will be considered for employment based on their skills, and merit.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Applicants for employment in the US must have valid work authorization that does not now and / or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.

Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is $85k - $100k.

This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical / dental / vision insurance, 401(k), and any other benefits to eligible employees.

Note : No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.