Role : Service Now Business Systems Analyst Client : State Of DC Location : Washington, D.C. Job Description :

The resource will work closely with solution/technical staff to ensure the solution is technically feasible and to identify areas to streamline implementation efforts. They will lead in the validation of the configuration of business data and support the technical team with various tasks required for any required custom development. They will assist and may be required to lead test plan development and execution including conducting user acceptance testing ensuring implementation meets client’s requirements.

Basic Qualifications

5+ years of professional experience supporting the configuration and development of ServiceNow

8+ years of business analysis experience

8+ years of IT Service Management experience

Core Qualifications

Strong understanding of service catalog management principles, best practices, and user experience design.

Experience in developing Process flow diagrams and suggesting simple, scalable approaches for implementation.

Experience with configuration of applications using ServiceNow in ITIL management.

Proficiency in configuring and customizing the ServiceNow Service Catalog module.

Experience with ServiceNow scripting (e.g., JavaScript) for advanced customization.

Familiarity with ITIL practices related to service catalog management.

Strong oral and written communications skills

Supervisory experience working with a diverse internal and client teams

Ability to produce technical documentation utilizing the MS office suite including collaboration tools

Understanding of change management, configuration management, and release management as it relates to ITIL

Produce, maintain, and manage the service catalog requirements, workflows, and services

Experience managing relationships, operating procedures and service level agreements with clients and coworkers

Customer relationship management experience

Experience in test plan creation and execution, including automated test scripts

Provide input for technology requirements relating to or impacting service catalog and/or request fulfillment

ITIL foundations certification

Experience implementing systems using the agile/scrum methodology

Experienced in the system development life cycle (SDLC) processes including client requirement analysis and system design

Experience designing and implementing it and non-it related process workflows, procedures and technical standards

Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions

Experience creating PowerBi dashboards to visualize the data from ServiceNow modules.

Skill Requirements:

Requirements gathering and documentation

Process documentation and mapping

Organizational communication and change management

Workshop and meeting facilitation

Service Catalog creation and workflow documentation (as-is and to-be)

Stakeholder management

Data analysis and report creation

Communication planning and execution

Responsibilities:

1. Formulates and defines systems scope and objectives based on both user needs and a thorough understanding of business systems and industry requirements.
2. Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations, operation time, and form of desired results. Includes analysis of business and user needs, documentation of requirements, and translation into proper system requirements specifications.
3. Provides consultation on complex projects and is considered to be the top-level contributor/specialist of most phases of systems analysis, while considering the business implications of the application of technology to the current and future business environment.

Minimum Education/Certification Requirements : Bachelor’s degree in IT or related field or equivalent experience; or a current Project Management Professional (PMP) Certification