ServiceNow Business Analyst/ScrumMaster

Clearance Level
Business Process Analysis
Bethesda, Maryland

REQ#: RQ69601 ServiceNow Business Analyst/ScrumMaster (Open)

Travel Required: Less than 10%
Public Trust: NACI (T1)
Requisition Type: Regular
Job Description

GDIT is seeking a ServiceNow Business Analyst/ScrumMaster to join our program in support of the National Institute of Health (NIH), Computer Information Technology (CIT) program. This ServiceNow Business Analyst/ScrumMaster role is to provide meaningful and comprehensive requirements via user stories and acceptance criteria, business scenarios, Use-Cases and develop wireframes related to data and processes for various project initiatives.  This is part of a large initiative for the NIH where GDIT has the primary responsibility of supporting the centralized IT Services, Management and CDMB efforts across the enterprise using Agile and ITIL best practices. 

Daily activities will include developing requirements in the form of user stories and acceptance criteria to enable the development and testing of the ServiceNow product and its sub-modules. Additional responsibilities will include serving as ScrumMaster, tracking and reporting the team’s continual progress and metrics associated to the delivery of capability. In this role, you will act as a liaison between parties when necessary to get support when issues arise or when technical difficulties are identified. 

You will also regularly engage with ServiceNow administration staff at other NIH organizations to ensure proper and continual handoff between users and systems, or to support global challenges that require coordination. 

Duties and Responsibilities:

  • Responsible for developing requirements documents, user stories and acceptance criteria and other project related artifacts associated with designated project
  • Responsible for ensuring user stories include validation criteria which reasonably covers all areas necessary for complete testing of the new functionality
  • Breakdown the roadmap into Epics and decompose into user stories and acceptance criteria.
  • Work with the scrum team and stakeholders to write user stories and acceptance criteria.
  • Verify completion of requirements with customer and service providers, ensuring expectations are appropriately met and the definition of done is understood.
  • List out risks and constraints in relation to identified requirements.
  • Participate as a domain expert in customer-facing meetings to facilitate discussions regarding ServiceNow initiatives.
  • Interview and interface with value streams to obtain needed business requirements.
  • Work with stakeholders and the project team to prioritize the backlog and plan.
  • Create documentation to support and describe business initiatives
  • Create Wireframes for the user stories and review them with users and gather feedback
  • Document functional, nonfunctional, and operational requirements specifications
  • Document user stories and provide technical review and validation of requirements
  • Documents workflows and processes based on business requirements
  • Support the collection and reporting of requirements related metrics
  • Serve as ScrumMaster and drive Agile best practices within the development community and stakeholders.
  • Provide additional support and guidance to clients during the implementation phase to include development of training resources
  • Research, review, and analyze the effectiveness and efficiency of existing requirements gathering processes and develop strategies for enhancing or further leveraging these processes.
  • Assist in the development of automated tests in ServiceNow

Required Qualifications:

  • Bachelor’s degree or equivalent and five years related experience
  • Minimum of three years of experience developing and maintaining system lifecycle documentation
  • Minimum of three years of experience working with business processes and re-engineering
  • Minimum of three years of experience capturing and writing requirements, user stories and acceptance criteria
  • Minimum of three years of business processes and business analysis experience in a system engineering or software application environment
  • Excellent knowledge of best practices and an understanding of industry trends and difficulties
  • Scrum Master certification

Desired Qualifications:

  • One year experience using ServiceNow
  • One year with JIRA, SharePoint or Confluence
  • Experience working in a Scrum and/or SAFe Agile environment
  • Experience in Human Centered Design approach for developing digital services
  • Excellent mentoring skills


  • Strong written and verbal communication skills
  • Highly effective teamwork and collaboration skills
  • Ability to work independently on a project, seeing it from inception to completion
  • Must possess strong organizational skills and strong interpersonal skills to effectively relate to agency and customer needs
  • Ability to communicate complex technical topics to management and non-technical audiences
  • Excellent analytical skills, including the ability to integrate information from multiple sources
  • Ability to work independently and interact regularly with government and non-government stakeholders at multiple levels of authority
  • Works well as a team member in a fast-paced and often time-sensitive environment


We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.