LightFeather is seeking a Senior Technical 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.

• Work closely with stakeholders to understand and document business requirements for ServiceNow CSM. • Analyze current customer service processes and identify areas for improvement. • Translate business needs into functional specifications and user stories. • Collaborate with developers and technical teams to ensure accurate implementation. • Configure and support ServiceNow CSM modules, including case management, knowledge management, and self-service portals. • Facilitate workshops, meetings, and UAT (User Acceptance Testing) sessions. • Ensure solutions align with business goals and ServiceNow best practices. • Provide ongoing support, enhancements, and documentation.

Role Overview Alchemy is seeking a qualified Early Practitioner with applied, real-world experience in ServiceNow Fundamentals to participate in a skills assessment validation engagement. This is a short-term, contract, remote engagement in which the Early Practitioner will complete a practitioner-level skills assessment and a brief post-assessment survey. This role does not involve teaching, instructional design, content creation, or ongoing advisory responsibilities. Engagement Details Engagement Type: Contract / 1099 – Short-term engagement Location: Remote Estimated Item Count: ~123 Estimated Time to Completion: Approximately 1–2 hours Assessment Window: Work must be completed within a defined access window (typically 5 business days once access is granted) Scope of Work Complete a practitioner-level skills assessment used for validation and standard-setting purposes. Complete a short post-assessment survey providing feedback on the assessment experience. This role does not include: • Teaching or facilitation responsibilities • Instructional or curriculum design work • Content authoring or SME review of materials • Ongoing advisory or consulting responsibilities Required Expertise The Early Practitioner should be a current practitioner with applied, real-world experience related to the following knowledge areas and skills: • Implement basic ServiceNow services for various support systems • Configure Notifications in ServiceNow • Brand a ServiceNow Instance & Service Portal • Design and create a Service Catalog • Implement Task Management within ServiceNow • Create Internal IT and external Knowledgebases • Manage User Administration including users, groups, and roles • Design Lists and Filters for enhanced navigation • Design and Implement Forms using Form Designer • Create, Schedule, and Distribute Reports using Report Designer • Design and implement dashboards for departmental and executive use • Prepare unique Homepages based on user/group criteria • Define & Apply Service Level Agreements (SLAs) • Construct flows and sub-flows in Flow Designer • Set up and configure Virtual Agent with pre-built conversations • Build and maintain the ServiceNow Configuration Management Database (CMDB) • Implement the ServiceNow Asset Management Database • Leverage breadcrumbs, list functions, and filters for efficient platform navigation Ideal Candidate Profile Active practitioner with hands-on experience in ServiceNow Fundamentals or closely related domains. Practical, working knowledge of how the concepts listed above are applied in real professional settings. Does not need to be an academic researcher or industry thought leader — applied experience is what matters. Deliverables Completed skills assessment within the defined access window. Completed post-assessment survey. Compensation This is a flat-fee engagement, paid upon successful completion of the assessment and survey.

Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action. Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). We’re building a culture where each Alkamist can perform to their highest potential, and we’re always on the lookout for the best and brightest minds. If you’re ready to experience the power of alchemy - transforming the ordinary into the extraordinary - come join one of the fastest growing SaaS companies in the U.S. As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title. Follow us on Glassdoor and LinkedIn! The Sr ServiceNow Administrator is an experienced individual contributor responsible for the day-to-day administration, configuration, support, and continuous improvement of the ServiceNow platform in support of customer experience operations and enterprise workflow automation. This role applies strong functional and technical knowledge of the platform to maintain core ServiceNow capabilities, deliver well-scoped enhancements, improve process efficiency, and ensure stable and secure platform operations across multiple business workflows. The Sr ServiceNow Administrator works with moderate to high independence on complex support and configuration issues, partners with business and technical stakeholders to translate operational needs into practical platform solutions, and contributes to the adoption of governance standards, release discipline, and data quality practices. This role helps improve service delivery, self-service, reporting visibility, and user experience through effective administration of the ServiceNow AI Platform while ensuring alignment with operational priorities, compliance expectations, and overall broader Customer Experience objectives. Essential Duties & Responsibilities Platform Administration & Operations - Administer the ServiceNow AI Platform platform by configuring and maintaining tables, forms, fields, views, notifications, knowledge content, service portals, and user access to support customer experience and enterprise service workflows. - Provide guidance to less experienced administrators, analysts, or business users by sharing platform knowledge, reviewing configurations, and reinforcing sound ServiceNow practices. - Follow established platform administration standards by applying consistent naming conventions, testing discipline, documentation practices, and change control procedures. - Monitor platform performance and adoption by reviewing incidents, integration failures, scheduled jobs, user feedback, and workflow trends to identify issues and recommend improvements. - Develop dashboards, reports, and operational metrics by organizing service data and platform information into useful views that support decision-making, workflow management, and service performance monitoring. SDLC, Change & Release Management - Support continuous improvement efforts by identifying opportunities to expand self-service, simplify workflows, reduce manual work, and improve the overall user experience in ServiceNow. - Document platform configurations, procedures, support processes, testing evidence, rollback plans, release notes, and enhancement details to improve maintainability, audit readiness, and knowledge transfer. - Participate in upgrades, patches, clone activities, and release changes by evaluating impacts, executing testing, documenting issues, and supporting production readiness and post-release stabilization. - Partner with stakeholders across Customer Experience organization (CX), operations, engineering, and enterprise technology by gathering requirements, clarifying process needs, and translating business requests into practical ServiceNow enhancements. Configuration, Development & Workflow Automation - Configure and support core service management processes by maintaining Case, Incident, Request, Problem, Change, Knowledge, and related workflows using standard ServiceNow administration practices. - Build and enhance workflow automation by using Flow Designer, business rules, UI policies, client scripts, and other platform capabilities to reduce manual effort and improve process consistency. - Support Service Catalog and request fulfillment capabilities by creating and maintaining catalog items, record producers, variables, approvals, task routing, and associated request workflows. - Troubleshoot complex platform issues by analyzing configuration, scripts, integrations, logs, scheduled jobs, and data relationships to identify root causes and implement corrective actions. Integrations & Data Management - Contribute to CMDB-related administration by supporting configuration item data maintenance, reconciliation activities, and discovery-dependent workflows where applicable. - Maintain data quality across platform records and configuration elements by monitoring accuracy, resolving inconsistencies, and supporting governance processes that improve the reliability of operational data. - Maintain data access and retention policy adherence. - Support integrations and data exchange by assisting with REST and API connections, import sets, transform maps, IntegrationHub actions, and related interface support activities. Security, Compliance & Audit - Maintain platform security and access configurations by administering roles, groups, ACLs, and approval paths in accordance with established governance, privacy, and control requirements. - Maintain platform change log and ensure all configuration changes are traceable, tested, and auditable. Recommended Experience & Education Minimum Years of Experience 5 years of related experience in ServiceNow administration, supporting one or more product areas for ITSM, CSM, HRSD, ITOM, or custom enterprise platforms, or 3 years with an advanced degree. Education Level Bachelor’s degree in Information Systems, Computer Science, Business Technology, or a related field is preferred; equivalent practical experience may substitute for formal education. Required · Strong knowledge of ServiceNow administration, including tables, forms, fields, roles, groups, notifications, update sets, and core platform configuration. · Hands-on experience supporting ITSM/CSM capabilities such as Case, Incident, Request, Problem, Change, Knowledge, and Service Catalog administration. · Experience building and maintaining workflow automation using Flow Designer and standard ServiceNow platform capabilities. · Working knowledge of platform security concepts, including ACLs, role-based access, approval structures, and secure administrative practices. · Experience troubleshooting platform issues across configuration, integrations, scripts, data quality, and scheduled processes. · Working knowledge of REST APIs, import sets, transform maps, IntegrationHub, and common enterprise integration patterns. · Experience building reports, dashboards, SLA-related metrics, and operational performance views within ServiceNow. · Strong analytical, documentation, communication, and stakeholder partnership skills with the ability to manage competing priorities effectively. Preferred · ServiceNow Certified System Administrator certification. · Additional ServiceNow certifications in areas such as ITSM, Application Development, or Implementation Specializations. · Experience supporting CMDB, MID server, discovery-related data, asset-related records, or configuration governance practices. · Working knowledge of JavaScript, Glide concepts, or scripting used to support advanced ServiceNow administration. · Experience in SaaS, fintech, banking technology, customer support, or regulated operating environments. · Familiarity with ITIL and SDLC practices, audit support, release management, or compliance-oriented control environments. The salary range for this position is: $131,000 - $145,000 Cool Things to Know Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more. Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment. Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding. Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington. The Important Stuff Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages. #LI-REMOTE