LightFeather is seeking a Senior ServiceNow Business Analyst to lead the requirements gathering and process design for our federal agency clients. In this role, you will act as the critical bridge between federal business stakeholders and our technical development teams. You will be responsible for translating complex mission requirements into scalable ServiceNow solutions, ensuring compliance with federal standards, and maintaining the highest quality of data in our backlog.. This is a Full Time, Remote Position. Location: Fully Remote (EST hours)Job Type: Full-timeCitizenship: U.S. Citizenship RequiredClearance Requirement: Ability to obtain and maintain a Secret Level security clearance. Responsibilities - Lead client workshops and focus groups to elicit, analyze, and document business requirements, ensuring alignment with agency mission goals. - Translate high-level business needs into comprehensive user stories, acceptance criteria (AC), and functional specifications within Agile/Scrum frameworks. - Conduct gap analysis to identify the delta between current legacy processes and ServiceNow "Out of the Box" (OOTB) functionality. - Collaborate directly with the Agile Coach to design, document, and distribute new Agile processes and standard operating procedures (SOPs) that support all ServiceNow delivery teams. Ensure these processes drive consistency, efficiency, and alignment across the broader program. - Review all user stories and requirements for accuracy, completeness, and ambiguity. Ensure every story meets the team's "Definition of Ready" before it is approved for sprint planning. - Provide guidance and mentorship to junior developers and junior analysts. Help them understand business context, federal domain constraints, and ServiceNow best practices to foster their professional growth. - Conduct peer reviews of functional designs and test scripts to maintain high standards of quality control across the delivery team. - Develop detailed process maps, workflows, and data models to visualize end-to-end service delivery. - Advise government stakeholders on ServiceNow best practices, steering them away from excessive customization that creates technical debt. - Collaborate with System Architects to ensure functional designs are technically feasible. - Ensure all solution designs adhere to federal IT standards, including Section 508 compliance (accessibility) and FISMA/NIST security controls. - Develop and execute User Acceptance Testing (UAT) plans, creating test scripts and coordinating testing sessions with government personnel. - Create federal-grade deliverables, including Standard Operating Procedures (SOPs), User Guides, and Training Decks. Required Qualifications and Skills: - U.S. Citizenship - Ability to obtain and maintain a Secret Level security clearance. - Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field. - 5+ years of experience as a Business Analyst, with at least 3 years dedicated to the ServiceNow platform. - Proven experience working in the federal contracting space (DoD, DHS, or Civilian agencies). - Experience working in an Agile/Scrum environment. - Deep knowledge of ServiceNow ITSM and at least one other major workflow (e.g., ITOM, HRSD, SPM, ITAM, Custom Applications). - Strong experience with Jira, ServiceNow Agile, or Azure DevOps for backlog management. - Proficiency in Visio, LucidChart, or similar tools for process mapping. - ServiceNow Certified System Administrator (CSA) - REQUIRED Preferred: - ITIL v4 Foundation (or higher). - Project Management Professional (PMP) or Agile certifications (CSM, SAFe PO/PM). Why Join LightFeather? At LightFeather, you're not just taking a job—you're joining a purpose-driven team that delivers innovative, mission-critical solutions to make a real difference. You'll work on diverse, meaningful projects that challenge and inspire you, alongside some of the best minds in the industry.

Position Description The Senior Operations Consultant is responsible for providing analytical support to various business areas and customers. Also acts as subject matter expert providing technical and/or business knowledge to support decision making processes. Mentors business consultants and business analysts. Collaborates on the development of Medical Value initiatives and business intelligence platforms. Compliments Consultant responsibilities and initiative support by gathering and interpreting customer requirements, competitive information and industry standards. Base pay is influenced by several factors including a candidate’s qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market-driven rates. The salary range displayed has not been adjusted for geographical location. This range has been created in good faith based on information known to Capital Blue Cross at the time of posting and may be modified in the future. Capital Blue Cross offers a comprehensive benefits packaging including Medical, Dental & Vision coverage, a Retirement Plan, generous time off including Paid Time Off, Holidays, and Volunteer time off, an Incentive Plan, Tuition Reimbursement, and more. At Capital Blue Cross, we promise to go the extra mile for our team and our community. This promise is at the heart of our culture, and it’s why our employees consistently vote us one of the “Best Places to Work in PA.” Responsibilities and Qualifications - Participate in engagements with specific business areas and customers, such as: External customers, Sales, Marketing, Quality Management, Network Management, Actuarial, Finance, Pharmacy Services, Care Management, and Operations with a focus on being a subject matter expert providing technical and business level of involvement to support information needs in the decision making process. - Responsible for the successful delivery of the design, development and implementation of analysis and research on the cost and utilization trends relative to product, program, network, benefit design, employer group, etc. and the communication of this information to key internal and external stakeholders. - Ensures extensive research design, comprehensive data collection and sound statistical methods are applied to the cost and utilization forecasts, corporate reporting, programs, and corporate projects. - Ensures appropriate development of research proposals, protocols, information needs, and data analysis plans to support the analysis and assessment of internal and vendor programs involving sales initiatives, contracting, quality improvement, clinical management, cost and utilization trend analysis and benchmarking, pharmacy benefit management, medical affairs, and other Corporate initiatives. - Mentors business areas in the initial assessments, requirements, project plans, solutions, research and selections with a focus on data, information reporting, and analysis. Lead project task execution by ensuring progress, organizing project data, and coordinating team meetings. - Focuses on project collaboration with business areas or external customers where a proficiency in business knowledge exists. - Provides information to customers/clients in development of engagements, materials, events, initiatives, committees, meetings and presentations by gathering needed information and using appropriate frameworks and models in the development of assessment materials. - Provides support for other analytical and reporting needs, trend analysis, financial improvement plans, compliance and regulatory reporting coordination (NCQA, HEDIS, DOH, HHS, CMS, FEP, OPM). Individual will be responsible for performing retrospective trend analysis, business requirement gathering, customer needs assessments, documentation of data needs/source mapping, competitive and industry information. About Us We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a caring team of supportive colleagues and be encouraged to volunteer in your community. We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live.

• Design, develop, and implement solutions within the IT Asset Management (ITAM) module of ServiceNow • Build and enhance ITAM solutions across hardware, software, and cloud asset management • Develop and configure ITAM components including asset lifecycle workflows, license management, and discovery integrations • Write clean, scalable, and maintainable code using ServiceNow best practices • Perform unit, system, and integration testing to ensure accurate asset tracking and compliance • Troubleshoot and resolve issues related to asset data integrity and reconciliation discrepancies • Monitor and maintain ITAM modules for accurate asset visibility and lifecycle tracking • Implement enhancements like automated asset provisioning and software license optimization • Provide technical leadership and mentorship to junior developers

• Configure Service Mapping, CMDB relationships, and CI discovery • Restore and optimize OOTB Change Management models and workflows • Implement Employee Center with Virtual Agent readiness • Configure Workspaces and modern dashboard experiences • Implement Problem Management and Major Incident Management processes • Build Platform Analytics dashboards and operational reports • Lead stakeholder discovery and solution workshops • Recommend ITSM process improvements and platform best practices • Guide CMDB health and data quality initiatives • Advise on integrations with monitoring tools such as LogicMonitor, SolarWinds, and Pingdom • Deliver training and knowledge transfer sessions • Create solution design and configuration documentation • Document as-built configurations and operational runbooks • Conduct administrator and support team enablement sessions