Senior Process Analyst

Role overview

Responsibilities

• Gather complex requirements from stakeholders and bridge mission owners and technical teams.
• Write enhancement requests and user stories with clear, concise, testable acceptance criteria.
• Perform verification testing on ServiceNow services and modules against requirements and user needs.
• Explain ServiceNow capabilities, facilitate business-user training, and support platform adoption.
• Use the SDLC and Scrum, Agile, DevSecOps, Lean, or Waterfall approaches to support timely releases.
• Translate operational needs into scalable scoped applications and ServiceNow modules.
• Promote out-of-the-box alignment and platform governance to minimize technical debt.
• Ensure designs and processes meet USCG security requirements and federal data protection standards.
• Maintain functional requirements documents, user guides, and Software Lifecycle Management Plan updates.

Qualifications

• High school education with 6–9 years of experience, or commensurate experience.
• Demonstrated Business or Process Analyst experience supporting ServiceNow.
• Experience with the SDLC and modern frameworks such as Agile, DevOps, or DevSecOps in a mission-critical environment.
• Experience documenting requirements for USCG, DoD, DHS, or federal cybersecurity-focused environments.
• Proficiency in ServiceNow quality assurance and verification testing.
• Strong communication skills; able to lead stakeholder meetings and translate technical capabilities into business value.
• Active Secret clearance required.

Preferred skills and experience

• U.S. Coast Guard or Department of Homeland Security program experience is preferred.
• ServiceNow Governance or Common Service Data Model knowledge is preferred.
• ITIL and enterprise IT governance familiarity are preferred.
• Analytical, problem-solving, and continuous improvement skills are preferred.

Compensation

• Posted salary range is USD $100,000–$130,000 per year.