Servicenow ITSM/ITAM Analyst

Job Overview

Job Description

Title: Servicenow ITSM/ITAM Analyst
Location: Remote
Length: Long term
Restriction: W2 or C2C

Description:

*** Very long term initial PO for 1 year and usually goes for 3+ years *** ***Remote***Need 3 references

Description:

seeks to implement a new IT Service Management (ITSM) and IT Asset Management (ITAM) system (a new tool, streamlined processes, related roles and responsibilities, and a post-implementation support maintenance plan) to replace the ITSM/ITAM system currently in place. This implementation effort will utilize a prioritized phased approach.

Leverage industry-standard functionality and features of the new system.
Follow best-practice procedures and processes for IT service management to align to ITIL.
Ability to easily scale, enhance, and configure Technology Services’ workflows to match the growing future demands of the business (easier updates upgrades configurations to the system when needed compared to the current system).
Create an improved customer experience for users of the system no matter the role.
Automate as many processes and services as possible.
Provide self-services to the users to facilitate timely and efficient services.

. This experienced Business Analyst will:

Facilitate collaborative workshops and interviews with key stakeholders to gather and document comprehensive business requirements, ensuring alignment with organizational goals and objectives.
Conduct in-depth analysis of existing processes and workflows, identifying pain points, bottlenecks, and areas for improvement.
Identify critical workflows and ensure the workflows fit within the normal configuration and features of ServiceNow.
Lead prioritization of workflows as needed for the effort’s prioritized phased approach.
Lead and develop detailed process maps, flowcharts, use cases, user stories, customer journeys, and other visual aids to illustrate current and future state process designs, fostering a clear understanding among stakeholders.
Collaborate closely with the ITSM/ITAM tool vendor to configure solutions that meet the organizations unique requirements, ensuring seamless integration with existing systems and workflows.
Provide expert guidance and recommendations on industry best practices, and standards related to ITSM and ITAM domains, leveraging previous implementation experience and lessons learned.
Serve as a liaison between business stakeholders, IT teams, and implementation vendor throughout the project lifecycle, facilitating effective communication, collaboration, and decision-making.
Provide assistance with post implementation validation.

Minimum Technical Qualifications

As of the Offer Due Date, the proposed project person must have the following listed experience, knowledge, skills and abilities, as evidenced by Attachment II, Proposed Project Person Skill Summary Sheet and resume:

At least five (5) years of experience within the last ten (10) years working as a Business Analyst with large organizations, leading or participating in the technical implementation of ITSM and ITAM solutions such as ServiceNow automating complex business processes, performing all the following activities:
Creating and maintaining requirement management plan
Assessment of analysis scope and tasks
Planning business analysis tasks
Facilitating joint application design (JAD) and or collaborative design sessions
Elicitation, definitions and documentation of various business, user, and system requirements
Analysis for business process improvement, application design and workflow automation
Modeling and documenting new functional requirements; use case development.
Leading and working within cross-functional teams that include business subject matter experts, application architects, developers, and testers
Work closely with the ServiceNow implementation vendor team
At least seven (7) years of experience within the last ten (10) years producing business analysis deliverables shown in the following list:
Business requirements, business rules, and business process model
Use cases, functional requirements and or functional specifications
Non-functional requirements
Stakeholder requests
Procurement documentation
Transition plans and or implementation requirements
Traceability matrices
At least three (3) years of experience using Rational Requisite Pro, HP ALM, Jama Software, or other requirement gathering tool to document functional and non-functional requirements, design specifications and provide full traceability for projects.

Desirable Technical Qualifications

It is desirable for the proposed project person to have the following listed experience, knowledge, skills and abilities as evidenced by Attachment II, Proposed Project Person Skill Summary Sheet and resume:

Experience as a Business Analyst with the State or Federal government.
Experience as a Business Analyst leading or participating in the technical implementation of ITSM and ITAM solutions, such as ServiceNow, including, but not limited to the following areas of focus:
Incident Management
Change Management
Problem Management
Configuration Management
Hardware Asset Management
Software Asset Management
Cloud SaaS Cost Management
Request Management Service Catalog
End User Experience
Service Portfolio
Asset Discovery
Service Level Management
IIBA Certified Business Analysis Professional (CBAP or CCBA).
Experience in Agile project management methodology or Scaled Agile Framework.
Experience in the ITIL Framework.
Bachelor degree in Computer Science, Computer Engineering, Management Information Systems or related fields from an accredited or government-sanctioned college university. customer may request a copy of degree.