ServiceNow Business/Systems Analyst

Date: Sep 11, 2022

Location: Lexington, MA, US

Company: MIT Lincoln Laboratory

Position Description


The team member will work with business and process stakeholders for the ServiceNow platform team at the Laboratory.  In this position you will collaborate to create business requirements from stakeholders and service process experts, work with the ServiceNow developers in the Agile process, maintain documentation for the platform, and assist in training documentation and execution.  The team member will also assist in testing the business requirements as developed, providing feedback and maintaining a high standard and rate of delivery on the platform.


This position will report to the Enterprise Service Management (ESM) Team Lead


The position requires excellent listening skills along with a willingness to focus on enterprise solutions. The successful candidate must exercise strong collaboration skills to work closely with other teams across the Laboratory to provide high quality services and value and positively contribute to organizational change in acting as a change agent in support of the platform.


The candidate should have a strong knowledge of ServiceNow, agile frameworks, requirements gathering,

Primary Duties


Continual Improvement of ServiceNow


  • Collaborating with stakeholders to define business requirements
  • Develop stories from requirements to deliver to development team
  • Ensures the effective running of Agile sprints and story progress with the team lead
  • Maintain communication plans with stakeholders and users on status of development


Outreach, collaboration and Platform Effectiveness


  • Maintain documentation of the platform
  • Collaborate with the development team to create and maintain platform documentation
  • Assist in creation of reporting and performance analytics metric for both the Lincoln and for specific teams and departments
  • Maintain project plans and schedules with other sectors or departments


Customer Service, Platform Support and Platform Training


  • Contribute to the development of the platform support plan to include both on-site and vendor (ServiceNow) support matrixes 
  • Deliver platform support for the Laboratory community ensuring a true customer focus with a high level of empathy
  • Develop the appropriate training and documentation to enable platform support at the tier 0-2 support levels
  • Work with other members of the ESM team to ensure continuity in service support and a shared methodology in platform operations


Contribute to the development of an internal ServiceNow Center of Excellence providing necessary training, mentoring and documentation to other ESM / ISD team members


Position Scope & Qualifications


This position is under general supervision of the ISD Enterprise Technology and Tools ESM Team Lead.

This position does not have direct financial responsibility; however, technical expertise may be required for assisting with product selection and annual product support renewals.

This position will maintain frequent contact with internal department and/or Laboratory user community as well as external vendors to maintain communications related to problem resolution, systems upgrades, services and product research.  



Knowledge and Skills Required:


  • Bachelor’s degree in computer science or related field or 6+ years relevant technical experience
  • Excellent customer service skills, including presentation, verbal and written communication skills
  • Demonstrate ServiceNow Depth of Knowledge across the platform
  • Experience of using business analysis tools/techniques to design and deliver business change
  • Strong familiarity with ITSM and implementation of ITIL standards within the ServiceNow Platform
  • Ability to work independently toward delivery of goals as well as collaborate in team efforts




  • First-hand experience in government cloud, with experience in operating within FedRamp guidelines
  • ITIL foundations experience and/or certification
  • Strong foundational skills in organizing and able to execute multiple IT projects with minimal supervision
  • Demonstrate the ability to learn new technologies and disciplines quickly
  • Experience with mentoring or teaching infrastructure monitoring to peers


Experience and Other Information


6+ years experience in the information technology field.

3+ years experience in ServiceNow Platform.

4+ years experience in implementing IT projects.




Ability to obtain and maintain a government security clearance.

Occasional off-hour/on-call support is necessary. A certain degree of flexibility of schedule is required as some work (planned/unplanned) must be done outside of major production hours during pre-scheduled maintenance windows.


Additional Information


This position requires an individual with excellent communication (both oral and written) and organizational skills.  The individual must be able to work in a fast-paced environment, at times with minimal supervision, and execute operations, project and administrative tasks with a high degree of quality, while following existing processes and establishing new operational procedures and best practices where necessary.  Additionally, the position requires the ability to work with members of other teams and staff to accomplish department and organizational goals.

For Benefits Information, click

Selected candidate will be subject to a pre-employment background investigation and must be able to obtain and maintain a Secret level DoD security clearance.

To safeguard our health and well-being, MIT Lincoln Laboratory requires COVID-19 vaccination for all employees.  Individuals may request exemption from the vaccine requirement for medical or religious reason.

MIT Lincoln Laboratory is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, or genetic information; U.S. citizenship is required.




Requisition ID: 38350 

Nearest Major Market: Boston

Job Segment: Systems Analyst, Security Clearance, Laboratory, Computer Science, DoD, Technology, Government, Science