ServiceNow Business Analyst

IO Datasphere, Inc. has been providing project management, software development and IT staff augmentation services to our clients in the Midwest and throughout the U.S. since 1996. We are an approved vendor on contract to provide software development and IT staff augmentation services for the States of Illinois, Michigan, Minnesota, Iowa, and Wisconsin. We also provide these services to businesses, as well as local and county governments, in the Midwest and nationwide.

Our client is looking for a ServiceNow Business Analyst to meet the workload demands of the ServiceNow implementation and ensure the department remains on schedule with critical project timelines. While BITS has a full-time ServiceNow Administrator, the current project volume exceeds our internal capacity.

This contractor will work alongside our staff to complete initial service requests and configuration for the implementation. As the project progresses into the Software Asset Management (SAM) and Hardware Asset Management (HAM) phases, this resource will shift to providing maintenance and support. This additional capacity allows BITS to implement business process improvements and increase self-service options without delaying the rollout of new features.

Tasks

• Service Request Development: Collaborate with business stakeholders to gather requirements; design, build, and test automated service requests and workflows within the ServiceNow Service Catalog.
• ITSM Implementation: Lead the functional configuration of ITSM modules (Incident, Problem, Change, and Request), ensuring all system changes follow authorized governance workflows.
• Platform Support: Provide expert-level support and maintenance for implemented modules, ensuring system performance aligns with agency service delivery standards.
• Process Design & Documentation: Develop and maintain comprehensive documentation for system configurations, process flows, and user guides to ensure long-term platform sustainability.
  
  

Knowledge, Skills and Abilities Required:

• Excellent oral and written communication skills
• Analytical/problem solving skills
  
  

NOTE: Candidates must be CURRENT WI residents. No relocation is allowed. This position can work 100% remote (within the state of WI).

Location: Madison, WI (Remote from within the State of WI)

Contract: 1 years

Skills Required:

• 3 years - Extensive experience configuring ServiceNow ITSM modules, building Service Catalog items, and designing workflows using Flow Designer.
• 3 years - Expertise in translating non-technical business needs into detailed technical specifications and managing the lifecycle from discovery through UAT.
• 3 years - Experience with ITSM and ITIL Frameworks
• 3 years - Experience with technical writing, including Functional Requirement Documents (FRD) and Standard Operating Procedures (SOP).
• 3 years - MS Office Products
• 3 years - Change Management
• 3 years - Project Management
  
  

Skills Desired A plus to have:

• Experience integrating ServiceNow with technical solutions such as Dynatrace, Jira, or Tenable.
• Familiarity or implementation experience with additional modules such as Enterprise Architecture (EA), Security Operations (SecOps), Software Asset Management (SAM), or Hardware Asset Management (HAM).
• Strong understanding or experience working within ITIL v3 or v4 frameworks, specifically in the areas of Incident, Change, and Request Management.
• 3 years - Experience in Technical Writing and Documentation
• Rate depends on experience
• Candidates authorized to work in the US are encouraged to apply. We can accept H1b, , TN, and other valid work visas for IT. However, we cannot accept OPT or CPT visas at this time.
• Companies submitting candidates should only submit direct W2 employees for this position.
  
  

Please submit your resume by using the "URL" below