Sr. ServiceNow Business Analyst/Tester

Accountabilities

• Lead requirements-gathering sessions with client representatives to identify, extract, and define functional and technical requirements, business processes, workflows, process flows, and use cases.
• Translate current and future-state business needs into clear system requirements and Agile user stories, including epics, themes, functionality descriptions, technical requirements, and acceptance criteria.
• Manage and prioritize user-story backlogs according to customer priorities and support the Product Owner in validating requirements and implemented capabilities.
• Collaborate with solution architects and technical teams to understand implementation details, integration requirements, release scope, and expected functionality.
• Support Scrum Masters with sprint planning and actively participate in Agile ceremonies, including standups, planning, backlog grooming, demonstrations, and other team activities.
• Develop comprehensive test plans, test cases, test procedures, test scripts, and supporting test data to validate user stories and ensure acceptance criteria are met without negatively affecting existing functionality.
• Execute functional and integration testing within test environments, identify defects, document findings, and collaborate with developers and architects to drive timely resolution.
• Support Government Acceptance Testing and ensure identified defects and issues are appropriately tracked, prioritized, and resolved.
• Maintain testing and requirements documentation using ServiceNow test management capabilities and related tools.
• Demonstrate ServiceNow configurations and supporting capabilities to Product Owners and stakeholders, clearly explaining how requirements are addressed.
• Support ServiceNow and REST API integrations by contributing to requirements gathering, test development, validation, and issue resolution.
• Assist with production support activities and collaborate with Operations and Maintenance teams to investigate and resolve production issues.
• Build strong relationships with customers and stakeholders through clear communication, effective facilitation, and reliable follow-through.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related technical field.
• At least 5 years of experience as a Test Engineer within an Agile software development environment.
• Required ServiceNow Certified System Administrator (CSA) certification.
• U.S. citizenship required, with eligibility to obtain and maintain a DoD Secret security clearance.
• Security+ certification or an equivalent certification is required or must be obtainable.
• Hands-on experience with ServiceNow, including requirements gathering, testing, configuration validation, and REST API integrations.
• Experience developing and managing user stories within Agile environments, including defining acceptance criteria and supporting backlog prioritization.
• Experience with ServiceNow test management, test execution, test procedure development, and test script creation; experience with ServiceNow Automated Test Framework (ATF) is highly desirable.
• Strong understanding of functional, integration, and regression testing practices and the ability to identify and communicate defects effectively.
• Demonstrated experience working directly with client representatives and facilitating requirements or business-process discussions.
• Strong analytical, critical-thinking, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills, with the ability to explain technical requirements and configurations to both technical and non-technical stakeholders.
• Strong interpersonal skills and the ability to establish rapport, credibility, and trust with customers and cross-functional teams.
• Ability to work independently while collaborating effectively with Product Owners, Scrum Masters, architects, developers, and operations teams.
• Ability to work remotely during core hours of 7:00 AM–4:00 PM Eastern Time, Monday through Friday, excluding government holidays.

Benefits

• Competitive salary package.
• Approximately 95% of employee medical, dental, and vision coverage paid by the employer.
• 100% employer-paid employee life insurance, short-term disability, and long-term disability coverage.
• 401(k) plan with employer matching and profit-sharing opportunities.
• Flexible Spending Accounts (FSA) for healthcare and dependent-care expenses.
• 11 standard paid holidays.
• 3 weeks of annual paid leave.
• Fully remote work arrangement.
• Opportunity to support mission-critical ServiceNow and technology programs serving government customers.