Senior Business Analyst (ServiceNow - SAM)

Job Title: Senior Business Analyst (ServiceNow - SAM)

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

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The Opportunity:

CACI is seeking a highly skilled and experienced Senior Business Analyst supporting the Department of the Air Force (DAF) Enterprise IT as a Service (EITaaS) program. This role is critical in bridging the gap between business needs and technical solutions, specifically focusing on our hardware and software asset management solutions. The ideal candidate will be an expert in Agile methodologies, adept at translating complex business requirements into actionable Epics, Features, and User Stories. A strong background in eliciting, analyzing, and documenting requirements, coupled with hands-on experience leveraging and optimizing the ServiceNow platform, is essential. You will play a pivotal role in driving efficiency, enhancing user experience, and ensuring our IT solutions align with strategic business objectives. This is a hands-on role requiring strong business analysis fundamentals, active participation in all phases of the Agile development lifecycle, and the ability to facilitate, communicate, and problem-solve across diverse teams. 

Responsibilities:

• Proactively engage with business stakeholders, end-users, and technical teams to elicit, clarify, and thoroughly document complex business requirements for new and existing hardware and software initiatives. 
• Conduct in-depth analysis of current state processes, identifying pain points and opportunities for improvement in hardware provisioning, software deployment, asset management, and IT service delivery. 
• Perform gap analysis between current and desired future states, proposing practical and innovative solutions. 
• Serve as an expert for customer hardware and software business requirements. 
• Translate high-level business requirements into well-defined, actionable Epics, Features, and User Stories with clear acceptance criteria, ensuring they are ready for development teams. 
• Collaborate closely with Product Owners, Scrum Masters, and Development Teams to refine and prioritize the product backlog. 
• Facilitate Agile ceremonies such as sprint planning, backlog grooming, and sprint reviews, ensuring alignment between business expectations and delivered solutions. 
• Champion Agile best practices within the IT organization and broader business units. 
• Develop a deep understanding of the lifecycle of government hardware assets (e.g., procurement, deployment, maintenance, decommissioning) and software licenses (e.g., acquisition, usage, compliance). 
• Analyze requirements related to system integrations, performance, security, and scalability for both hardware infrastructure and software applications. 
• Work with architects and engineers to ensure proposed solutions are technically feasible and align with enterprise architecture standards. 
• Leverage deep experience with the ServiceNow platform to analyze, design, and document solutions that optimize IT Service Management (ITSM), IT Asset Management (ITAM), Configuration Management Database (CMDB), and other relevant modules. 

• Identify opportunities to enhance ServiceNow workflows, forms, reports, and integrations to meet evolving business needs. 
• Act as a subject matter expert for ServiceNow capabilities, guiding stakeholders on optimal platform utilization. 
• Build strong, collaborative relationships with stakeholders at all levels, including senior management, technical teams, and end-users. 
• Communicate complex technical concepts clearly and concisely to non-technical audiences, and equally translate business needs effectively to technical teams. 
• Facilitate workshops, presentations, and training sessions as needed. 
• Support User Acceptance Testing (UAT) by developing test cases, coordinating testing efforts, and validating solutions against business requirements. 
• Assist in the creation of training materials and user documentation. 
• Provide post-implementation support and continuous improvement recommendations. 

Qualifications:

Required: 

• Ability to obtain/maintain Secret clearance
• 15+ Years of relevant experience (Bachelor’s Degree in applicable field may be substituted for 5 years of experience).
• 5+ years of progressive experience as a Business Analyst, with at least 3 years focused on IT systems (hardware and software). 
• 3+ years of hands-on experience working in an Agile development environment (Scrum, Kanban, SAFe), with a proven track record of converting requirements into Epics, Features, and User Stories. 
• Demonstrable experience with ServiceNow, including knowledge of ITSM, ITAM, and CMDB modules. Experience with other modules (e.g., ITOM, HRSD, CSM) is a strong plus. 
• Exceptional analytical, problem-solving, and critical thinking skills. 
• Superior communication (written and verbal), presentation, and interpersonal skills, with the ability to influence and negotiate effectively. 
• Proficiency in requirement elicitation techniques (e.g., interviews, workshops, surveys, prototyping). 
• Experience with process modeling tools (e.g., Visio)  
• Experience with ServiceNow Software Asset Management Professional (SAM Pro)
• Strong understanding of the Software Development Life Cycle (SDLC) and IT infrastructure principles. 

Desired: 

• Certifications such as CBAP (Certified Business Analysis Professional), CSM (Certified ScrumMaster), CSPO (Certified Scrum Product Owner), or SAFe certifications. 
• ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist). 
• ITIL Foundation certification. 
• Experience with enterprise architecture concepts and design principles. 
• Prior experience in Govt. contracting. 

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What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

$90,300-$189,600

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.