Job Description

The District of Columbia Office of the Chief Technology Officer (OCTO) is looking for a ServiceNow Business Analyst will support the implementation from proposal to delivery. Includes developing a thorough understanding of business requirements then applying 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 leads 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 oral and written communications skills

• Supervisory experience working with a diverse internal and client teams

• Client presentation development; executive presence

• 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

• 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

• 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

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CONTRACT JOB DESCRIPTION

Responsibilities:

1. Demonstrates expertise in conveying technical and functional concepts for a specific technical specialty.

2. Identifies improvements to project standards to achieve high quality services/products.

3. Identifies best practices and standards for the use of the product.

4. Delivers support and design for industry specific technologies that require integration with systems or networks.

5. Interacts with executive level business users or technical experts.

6. Functions as a niche technical SME.

7. Lead experience with technical expertise across large, complex implementations for systems.

Minimum Education/Certification Requirements:

Bachelor’s degree in Information Technology or related field or equivalent experience

Experience with Business Process Modeling

Required

10

Years

Experience with documenting elements of IT Service Management within an IT Organization

Required

10

Years

Experience with functional capabilities of the ServiceNow platform

Required

5

Years

11+ yrs BA experience

Required

11

Years

11-15 yrs preparing complex technical documentation

Required

11

Years

11-15 yrs conveying technical and functional concepts for a specific technical specialty

Required

11

Years

11+ yrs MS Office/PowerPoint/Visio experience

Required

11

Years

Bachelor’s degree in IT or related field or equivalent experience

Required

Job Types: Full-time, Contract

Pay: $59,643.64 - $150,860.00 per year

Benefits:

• 401(k)
• 401(k) matching

Compensation package:

• 1099 contract

Experience level:

• 10 years
• 11+ years

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Washington, DC 20003: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your visa status?
• Can you work on-site 3 days a week in DC?
• What is the pay rate/salary you are looking for?

Experience:

• Business Analyst: 10 years (Preferred)
• ServiceNow: 5 years (Preferred)

Work Location: Hybrid remote in Washington, DC 20003

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