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Role Description

Windward is seeking a highly motivated Associate ServiceNow Business Analyst – Strategic Portfolio Management (SPM) to support the successful implementation and adoption of ServiceNow applications across customer organizations. This role bridges business needs and technical solutions — gathering requirements, defining processes, and working closely with developers, architects, and stakeholders to ensure that the ServiceNow solution aligns with organizational goals and industry best practices for both government and commercial clients. The ideal candidate will possess a blend of technical acumen and communication skills.

• Acquire ServiceNow SPM Certified Implementation Specialist (CIS) certification.
• Support workshops, interviews, and process mapping sessions to capture as-is and to-be workflows.
• Support documentation of functional and non-functional requirements for ServiceNow implementations.
• Translate business needs into clear, actionable user stories and acceptance criteria.
• Partner with ServiceNow developers, architects, and platform owners to translate requirements into configuration, workflows, and automation.
• Participate in sprint planning, backlog grooming, and UAT cycles within an Agile or hybrid delivery framework.
• Define and execute test cases; coordinate user acceptance testing and issue resolution.
• Configure solutions within the ServiceNow SPM suite, including Demand Management, Project Portfolio Management, Resource Management, and Agile Development.
• Contribute to process documentation, training materials, and continuous improvement initiatives.
• Support Agile, Waterfall, and Hybrid development methodologies across diverse client environments.
• Provide project updates, status reports, and documentation for decision-making and governance.
• Conduct training sessions and create user guides as needed.

Qualifications

• Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field.
• Project management and/or business process experience in a business context.
• Familiarity with Agile, Waterfall, and Hybrid development methodologies.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication, facilitation, and stakeholder management skills.

Requirements

• ServiceNow Certified System Administrator.

Preferred Qualifications

• Certified Implementation Specialist – Strategic Portfolio Management (CIS-SPM).
• 1-2 years of business analysis experience, with 1+ year focused on ServiceNow implementations.
• Demonstrated experience in requirements gathering, process design, and user story creation in an Agile environment.
• Familiarity with ServiceNow data structures, tables, and workflows.
• Experience with SPM and one or more additional ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, ITBM, SPM, or custom applications).
• PMI Project Management Professional (PMP) certification.
• ICAgile or equivalent Agile certification.

Benefits

• Medical, Dental, Vision, Flexible Spending Accounts.
• Short Term Disability, Long Term Disability, Life Insurance and AD&D.
• Option to purchase additional Life Insurance and AD&D.
• Paid Time Off, Personal Leave, Holidays.
• 401(k) plan with company match.
• Work/life balance.