Description

The District of Columbia Office of the Chief Technology Officer (OCTO) is looking for a Senior ServiceNow Business Analyst who will support the implementation of ServiceNow Service catalog modules from proposal to delivery. Includes understanding, documenting, and developing business requirements in order to apply industry best practices and detailed knowledge of ServiceNow to design an optimal solution which supports the business process meeting or exceeding the functional requirements. The resource will work to build trusting relationships with major project stakeholders and lead them to adoption of the best solution. They will Support organizational change management (OCM) efforts by providing information on the “to be” solution. They will work diligently to lead quality management reviews and ensure all business and design requirements are met. The resource will facilitate solution demonstrations to stakeholders; may support preparation of training material and provide user training.

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

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CONTRACT JOB DESCRIPTION
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

Requirements

• Experience with Business Process Modeling--Required 8 Years
• Experience with documenting elements of IT Service Management within an IT Organization--Required 8 Years
• Experience with functional capabilities of the ServiceNow platform--Required 8 Years
• Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies--Required 5 Years
• Creating Dashboard reports to visualize data from ServiceNow module--Required 5 Years
• 16 yrs. BA experience--Required 16 Years
• 16 yrs. Software Development Lifecycle experience--Required 16 Years
• 16 yrs. requirements gathering and documentation--Required 16 Years
• 16 yrs. MS Office/PowerPoint experience--Required 16 Years
• Bachelor’s degree in IT or related field or equivalent experience--Required