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IT Service and Process Analyst ServiceNow - Washington

Company: Mmr Research
Location: Washington
Posted on: January 16, 2022

Job Description:

Washington, Dist. Columbia or Dallas

Relocation Acceptable - No Assistance

Must be a US Citizen or Green Card holder.

This role will have hybrid work capabilities but some in-office work is required so they must be located or willing to relocate to a location that is commutable to our Dallas or Washington, DC office.

This role reports to the IT Service and Process Manager who is located in Dallas. All interviews at this point will be done via video.

The ideal candidate is someone who has worked in a BA role for about 5 years and has 1-2 years of ServiceNow experience.

As a member of our IT Service Management team the IT Service and Process Analyst ServiceNow will help to promote continuous process improvement within ITSM practices. We are looking for an experienced professional with a proven record of business analysis and ServiceNow capability in a law firm or professional services environment who can interface with other technology resources to translate business requirements into non-technical specifications. The right candidate will be a key member of the team responsible for maintaining the health and stability of our maturing ServiceNow application.

The position can reside in our Dallas, TX or Washington, DC office.

Key responsibilities of this position include:

Understand all phases of applications systems analysis and the SDLC development methodology and Business Process Modeling

Analyze current manual end user processes, defining future automated processes, performing a gap analysis to get from current state to future state, and deliver documentation comprising all the analysis including detailed requirements

Create and maintain ITSM policy and process documentation (e.g. Incident, Change, Problem, Request, and Configuration and Asset Management)

Provide ITIL/ITSM training and mentoring to all staff resources as identified.

Manage and lead weekly Change Advisory Board (CAB) meetings

Participate in daily stand ups, retrospectives and drive commitments of Agile sprints

Assist the ITSM Manager with delivering the ServiceNow roadmap backlog

Support the ITSM team in growing ITIL solution areas by supporting solution design and innovation around the ServiceNow platform.

Work with functional Subject Matter Professionals in ServiceNow areas to help, provide support to team members and end-user engagement.

Document technical requirements to ensure ServiceNow is configured to support process and business requirements.

Contribute to the creation use cases, user stories, test plans, and test scripts used to release code and new configurations into ServiceNow.

Coordinate and assist in User Acceptance Testing (UAT) of new features, bug fixes and ServiceNow upgrades.

Assist in project management activities

Assist with ServiceNow Upgrade testing and quality assurance activities

Assist with maintaining and updating ITSM process documentation

Qualifications (Experience, Knowledge, Skills & Abilities):

Bachelor's degree from an accredited college/university in Business Process Management (Business Administration) strongly preferred or equivalent work experience

4+ years of Business System Analysis and ITSM experience supporting ServiceNow preferred

2+ years using the ServiceNow required

ITIL V3 or V4 certified preferred

Demonstrated experience with ITIL process methodology (e.g. Incident, Problem, Request, and Change)

Experience in documenting ITIL processes and gap analysis

Must have experience facilitating ITIL process meeting (e.g. Change Management (CAB))

Demonstrated working knowledge of ServiceNow functionality including supporting and deploying upgrades, utilizing dashboards and reports to track key process metrics and identify improvement opportunities.

Ability to create effective work items such as BRDs, FRDs, technical specifications, wireframes, process flows and user stories

Thorough knowledge of MS Office applications including Word, Excel, Access, Outlook and PowerPoint

Excellent interpersonal, verbal, and written communication skills with the ability to communicate effectively and collaboratively across internal

Able to communicate technical concepts to non-technical audiences

Strong problem solving and analytical skills

Proven ability to work independently and handle multiple priorities and adjust to changing priorities in a professional manner

Protect and maintain the confidentiality of the firms data

Commitment to the firms core values

Requirements

  • Bachelor's degree from an accredited college/university in Business Process Management (Business Administration) strongly preferred or equivalent work experience
  • 4+ years of Business System Analysis and ITSM experience supporting ServiceNow preferred
  • 2+ years using the ServiceNow required
  • ITIL V3 or V4 certified preferred
  • Demonstrated experience with ITIL process methodology (e.g. Incident, Problem, Request, and Change)
  • Experience in documenting ITIL processes and gap analysis
  • Must have experience facilitating ITIL process meeting (e.g. Change Management (CAB))
  • Demonstrated working knowledge of ServiceNow functionality including supporting and deploying upgrades, utilizing dashboards and reports to track key process metrics and identify improvement opportunities.
  • Ability to create effective work items such as BRDs, FRDs, technical specifications, wireframes, process flows and user stories
  • Thorough knowledge of MS Office applications including Word, Excel, Access, Outlook and PowerPoint
  • Must be a US Citizen or Green Card holder.by Jobble

Keywords: Mmr Research, Washington DC , IT Service and Process Analyst ServiceNow - Washington, Professions , Washington, DC

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