ServiceNow Business Systems Analyst (395)

Description

OVERVIEW

iTech AG is seeking a ServiceNow Business Systems Analyst to support a federal client. The analyst works with the client’s IT, HR, and business offices to turn their needs into well-defined ServiceNow requirements across HR Service Delivery, Customer Service Management, IT Service Management, and Strategic Portfolio Management. On a nine-person Agile team, the analyst leads requirements, user research, acceptance testing, training, and change activities.

ROLES AND RESPONSIBILITIES

• Gather, document, and validate requirements with OJP stakeholders across HRSD, CSM, ITSM, SPM, and scoped business applications
• Translate business needs into epics, features, and user stories with testable acceptance criteria, reviewed with product owners
• Model current-state and future-state business processes and recommend out-of-the-box ServiceNow solutions over customization
• Write functional specifications, process flows, and test scenarios
• Manage and refine the backlog; facilitate sprint planning, story refinement, and sprint reviews
• Apply human-centered design through customer research, usability testing, and feedback loops
• Plan and support user acceptance testing and customer demonstrations
• Develop training, user guides, and change communications for each release, and publish related Knowledge articles
• Track report and dashboard requests, Customer Response Center service levels, and customer experience measures
• Research known issues and work ServiceNow Support cases through resolution
• Other duties as assigned

MINIMUM QUALIFICATIONS

• 5+ years of business systems analyst experience, or 3+ years of ServiceNow platform administration experience
• Experience with at least three of the following ServiceNow modules: CSM, ITSM, HRSD, SPM, CMDB
• Strong functional understanding of the ServiceNow platform, including business rules, client scripts, UI policies, email notifications and inbound/outbound email, data loads, Service Catalog items, workflows and Flow Designer, dashboards, and user, role, and group administration
• Experience using the ServiceNow Support Portal to research known issues and manage support cases through resolution
• Experience creating business requirements, user stories, process flows, functional specifications, and test scenarios
• Strong knowledge of Agile/Scrum and the SDLC
• U.S. citizenship
• Ability to obtain and maintain a DOJ Public Trust (moderate risk background investigation)
• Must be able to pass a company background check

EDUCATION AND CERTIFICATIONS

Bachelor's degree in information technology, business, or related field

PREFERRED QUALIFICATIONS

• Federal ServiceNow experience, ideally at the Department of Justice
• Current or recent DOJ Public Trust
• Hands-on HR Service Delivery and Employee Center experience
• Experience designing Customer Service Management self-service portals
• Process modeling in Microsoft Visio
• Experience helping product owners plan and deliver product roadmaps
• ServiceNow certifications, such as CSA or CIS in HRSD, CSM, ITSM, or SPM
• Master's degree in information technology, business, or related field.

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by federal, state, or local laws.

iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of the employment process should email their request to [email protected]. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.