Job Title: ServiceNow Business Analyst / Scrum Master
Location: Remote
Clearance: Secret Clearance Required
Company: Improvix Technologies

Job Overview:
We are seeking a detail-oriented and highly motivated ServiceNow Business Analyst / Scrum Master to join our team supporting our Federal customer. The ideal candidate will combine deep expertise in ServiceNow with strong agile delivery and team facilitation skills. They will bridge business needs and technical solutions while guiding the team through Agile practices, ensuring alignment, efficient delivery, and continuous improvement of ServiceNow-based solutions.

Key Responsibilities:

Business Analysis & Requirements:

Work closely with stakeholders to gather, document, and analyze business and functional requirements for ServiceNow implementations.
Develop user stories, acceptance criteria, and backlog items to support agile delivery.
Produce and maintain high-quality documentation, including business process workflows, technical specifications, and user guides.

Process Analysis & Improvement:

Analyze existing workflows and identify opportunities for process improvements using ServiceNow modules.
Collaborate with stakeholders to optimize IT Service Management (ITSM) processes in alignment with business objectives.
Ensure ITIL best practices are followed in process and system design.

ServiceNow Solution Development:

Assist in the configuration and customization of ServiceNow applications, including ITSM, ITOM, CMDB, and Power Platform.
Support the development of dashboards, reports, and automation tools.
Ensure data integrity and accuracy through testing and troubleshooting.

Scrum Master / Agile Responsibilities:

Serve as the Scrum Master for ServiceNow project teams, facilitating Agile ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives.
Coach the team on Agile principles, Scrum practices, and continuous improvement.
Track team progress and velocity, helping remove impediments and resolve blockers.
Collaborate with Product Owners to prioritize backlog items and ensure alignment with project goals.
Promote collaboration, transparency, and accountability across business and technical teams.

Stakeholder Communication:

Act as a liaison between business stakeholders and technical teams to ensure alignment and delivery of project goals.
Provide regular project updates, facilitate solution demonstrations, and manage expectations.
Identify risks, issues, and dependencies, escalating as appropriate to leadership.

Required Qualifications:

Bachelor’s degree in Computer Science, Information Systems, or a related field.
Minimum of 5 years of professional experience as a Business Analyst, with at least 2 years focused on ServiceNow implementations.
Strong understanding of ServiceNow platform capabilities, including ITSM, ITOM, CMDB.
Experience with Agile/Scrum methodologies, including hands-on Scrum Master responsibilities.
Proficiency in process mapping, requirements documentation, and backlog management.
Knowledge of ServiceNow scripting (JavaScript, Glide API) and dashboard/report creation.
Familiarity with SQL and data analysis techniques.
Exceptional communication, presentation, and stakeholder management skills.

Preferred Qualifications:

ServiceNow Certified System Administrator or equivalent certifications.
Experience with ServiceNow integrations using REST/SOAP APIs.
Familiarity with Power Platform (Power BI, PowerApps, Power Automate).
Experience in a federal government environment.
Strong knowledge of ITIL best practices.

Improvix Technologies

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