• Lead business analysis efforts across all ServiceNow modules, conducting discovery workshops, journey mapping, and persona definition to capture functional and non-functional requirements. • Translate high-level business needs into actionable epics, user stories, and acceptance criteria, maintaining a transparent and prioritized backlog in collaboration with stakeholders. • Serve as the Product Owner, defining vision, roadmap, and value delivery for ServiceNow capabilities including ITSM, WSD, HAM, SAM, IRM, ITOM, SecOps, and SPM. • Facilitate backlog grooming, sprint planning, and prioritization to ensure alignment with program objectives and funding priorities. • Validate sprint outcomes against acceptance criteria and oversee UAT, ensuring quality, compliance, and user satisfaction prior to release. • Develop comprehensive knowledge articles, training materials, and communication assets to support user adoption and platform enablement. • Support sprint planning, risk and dependency tracking, and milestone management under agile delivery frameworks. • Prepare and lead Pre-Project Planning, Decomposition, and Readiness Review sessions to align technical design, scope, and cost estimates across multiple teams and vendors. • Partner with the PM and Federal Swimlane leads to ensure governance alignment, configuration management compliance, and change control approvals. • Maintain end-to-end project documentation, including decision logs, action trackers, and communication artifacts to ensure transparency and accountability. • Manage small teams of analysts or junior staff, promoting professional growth and cross-functional collaboration. • Build trusted relationships with business owners, solution architects, and technical leads to ensure solutions meet functional and strategic needs. • Lead stakeholder communications, preparing briefings, demos, and platform updates that clearly articulate business value and technical feasibility. • Coordinate across agencies, vendors, and internal program offices to align on integration strategies, intake processes, and release planning. • Champion continuous improvement by analyzing process efficiency, feedback, and platform data to identify opportunities for automation and optimization. • Collaborate with technical teams to explore and implement AI/ML solutions that drive measurable efficiency gains and cost savings. • Stay current with ServiceNow releases, features, and best practices, ensuring the platform remains secure, compliant, and forward-looking. • Identify opportunities to rationalize legacy applications and onboard new business functions to ServiceNow as the enterprise system of record. • Support cross-module alignment and data integrity between IT, HR, Finance, and Procurement workflows.