ServiceNow Business Analyst

Information Technology Ashburn, Virginia


Position at Windward Consulting

Windward Consulting is at the forefront of Service-Centric IT. With strategic consulting, unparalleled technical expertise and our proven Windward Service-Centric IT RoadMap, we help our clients align the core competencies of process, organization, information and technology to run the most sensitive and mission-critical IT environments in the world.

If you are looking for an opportunity to be involved with a team of individuals who are working within one of our cutting edge clients solving complex technical challenges then we are looking for you. We are looking for people who are passionate about technology and have a "roll up their sleeves mentality." Here at Windward we offer numerous opportunities to expand your experience in various areas depending upon your aptitude and interests. Our employees are not only passionate and driven, but strive to ensure customer quality is delivered consistently and effective.

Job Description:

The Business Analyst role has experience in IT operations, strong data analytics, Business Service Management, business intelligence and reporting with hands on experience in Service-Now. They should demonstrate a deep knowledge of IT Operations processes and frameworks (SDLC, ITIL, etc.) and equivalent process improvement methodologies.

The Business Analyst role is a position in the Product Reliability Engineering organization and supports the Operations and Infrastructure Organization. This role is designed to strengthen CMDB data analytics and reporting  capabilities within the team related to the ServiceNow platform, centralized reporting, and data quality.
This position interacts with a wide range of stakeholders both within Technology and also with cross-functional functions, including Risk, Privacy, Product Delivery Teams, CyberSecurity, Service Owners, as well as senior leadership.

Responsibilities include the following:

  • Work with internal customers, stakeholders, and application owners to help educate them and better understand the CMDB and address data quality related issues.
  • Document Stories including Enhancement or Defects as needed to address issues related to CMDB data quality including effectively documenting the issues, requirements and test or validation use cases.
  • Extract data from various data sources including RDMS, Service Now, etc. and create complex pivots using functions like VLOOKUP, HLOOKUP, TRIM, CONCAT, etc.
  • Create reports and dashboards for Management Reporting and data analysis using Business Intelligence tools like Tableau, SAP, etc.
  • Ensure all information within the ServiceNow platform is accurate and up to date in accordance with Service Owner guidelines
  • Ability to communicate status updates across all levels of the organization including Senior Management. 
  • Manage relationships across the organization including key stakeholders and developers to enhance effectiveness in the role.
  • Develop training materials to help stakeholders and application users better understand aspects of the CMDB relative to their roles, use cases, etc to help them be more effective in their role.
  • Evangelize the virtues of IT process management and create a collaborative environment across all technology groups
  • Work independently to research strategic objectives and interact with IT development, Operations, IT Quality teams and product management groups to obtain and exchange information
  • Proactively escalate problems and issues and drive to resolution
  • Adhere to department procedures as directed by the department
  • Enhance knowledge of the field through participation in professional organizations and self-study


  • ITIL Foundations certification
  • 2-4 Years  experience working with the Service Now platform.   
  • Experience with all lanes of the Service Now Platform (Request, Knowledge, Change, Problem, Incident) in ServiceNow
  • Strong working, hands on experience with Excel and complex functions including VLOOKUP, Pivot Tables, and Charts.
  • Experience creating complex SQL queries including the use of Joins and Unions to extract data from RDMS.
  • Experience working with BI tools such as Tableau or SAP to create reports or perform analysis.
  • Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences
  • Ability to create presentations and provide project updates using Powerpoint to audiences across all levels.
  • Self-driven and ability to work independently
  • Have great degree of technical understanding and literacy
  • Willingness to accommodate flexible working hours to accommodate diverse geographic locations
  • Strong customer service, analytical, research, interpersonal and problem solving skills required
  • Experience working with multicultural teams in diverse geographic locations preferred
  • Working knowledge of MS-Office products for Windows including Word, Excel, Visio, Project and SharePoint

Education Requirements:Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related field; or equivalent experience/ combination of education and experience.

Work Locations:
  • Washington, DC

Travel Required:
  • Yes, up to 25%

Windward strives to attract and retain the best individuals and provide an environment where they can all grow professionally and build a rewarding career. We continually strive to create an environment that balances work life and offers benefits that will enhance the compensation package. We offer Medical, Dental, Vision, Flexible Spending Accounts, Short Term Disability, Long Term Disability, Life Insurance and AD&D, as well as the option to purchase additional Life Insurance and AD&D, Paid Time Off, Personal Leave, Holidays, 401(k) plan with company match and work/life balance.

Windward is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status

WINDWARD CONSULTING GROUP, INC. (WINDWARD) PROVIDES EQUAL EMPLOYMENT OPPORTUNITY WITHOUT REGARD TO AN APPLICANT’S COLOR, RACE, SEX, PREGNANCY, NATIONAL ORIGIN, AGE, DISABILITY, RELIGION, MARITAL STATUS, GENETIC INFORMATION, VETERAN STATUS, OR ANY OTHER CHARACTERISTICS PROTECTED BY FEDERAL, STATE OR LOCAL LAW. WE WILL CONSIDER THIS APPLICATION ACTIVE FOR 90 DAYS AFTER OUR RECEIPT. THEREAFTER, YOU MUST REAPPLY IF FURTHER INTERESTED IN EMPLOYMENT. I CERTIFY THAT ALL ANSWERS GIVEN BY ME ARE TRUE, ACCURATE AND COMPLETE, I UNDERSTAND THAT THE FALSIFICATION, MISREPRESENTATION OR OMISSION OF ANY FACT ON THIS APPLICATION (OR ANY OTHER ACCOMPANYING OR REQUIRED DOCUMENTS) OR PROVIDED ORALLY, WILL BE CAUSE FOR DENIAL OF EMPLOYMENT OR IMMEDIATE TERMINATION OF EMPLOYMENT, REGARDLESS OF WHEN OR HOW DISCOVERED. The application will be given every consideration, but its receipt does not imply that the applicant will be employed. In exchange for the Company’s considering my application for employment, I authorize investigation of all statements contained in this application and any supporting documents. I authorize Windward to secure information about my experience from former employers, educational institutions, government agencies, or any references I have provided, and for those parties to provide information concerning my experience, and I hereby release all parties from any liability arising from such investigation. In exchange for the Company’s considering my application for employment, I hereby authorize my former employer to release to Windward any personnel information and records, favorable or otherwise, which my employer has kept regarding my employment, including my work performance. I understand that Windward may retain photocopies of my records for its files, whether I am offered employment or not. I hereby release all parties, including my former employer and Windward from any liability arising from the release, review and retention of any records pertaining to me.