ServiceNow Business Analyst

cBEYONData is seeking a ServiceNow Business Analyst with expertise in Agile methodologies and ITIL (Information Technology Infrastructure Library) to be a vital member of the IT team responsible for optimizing IT service management processes for one of the largest, newly deployed, ServiceNow platforms for a Federal customer. The platform is a multi-tenant instance with corresponding complexities and consists of solutions built in ITSM, ITBM/SPM, ITOM, and Security Operations.

In this role, you will bridge the gap between business needs and IT solutions by leveraging ServiceNow capabilities and applying Agile and ITIL best practices. Your primary focus will be on enhancing service delivery, driving continuous improvement, and ensuring IT services align with organizational goals.

Responsibilities:

• Requirement Gathering and Analysis:
  • Collaborate with stakeholders to elicit and document business requirements related to IT service management
  • Analyze and evaluate current IT processes to identify areas for improvement
• ServiceNow Configuration and Customization:
  • Utilize your ServiceNow expertise to configure, customize, and maintain the platform to meet specific business needs
  • Work with ServiceNow modules, including Incident Management, Change Management, Problem Management, and Service Request Management
• Agile Methodologies:
  • Apply Agile principles and practices to drive efficiency and flexibility in IT service management
  • Participate in Agile ceremonies, such as sprint planning, backlog grooming, and retrospectives
• ITIL Framework Implementation:
  • Implement and enhance IT service management processes in alignment with ITIL best practices
  • Ensure proper incident, problem, change, and configuration management
• Process Improvement:
  • Identify opportunities for process optimization, automation, and streamlining within the IT service management domain
  • Collaborate with cross-functional teams to design and implement improvements
• Documentation and Reporting:
  • Create and maintain documentation related to ServiceNow configurations, Agile workflows, and ITIL processes
  • Generate and analyze reports to monitor KPIs and service performance
• Collaboration and Communication:
  • Work closely with IT teams, business units, and stakeholders to facilitate effective communication and alignment
  • Act as a liaison between technical and non-technical teams
• Training and Knowledge Sharing:
  • Provide training and support to end-users and IT teams on ServiceNow functionality, Agile practices, and ITIL concepts
  • Share best practices and knowledge within the organization

Requirements:

• 5 years of experience as an Analyst or Engineer
• Ability to be onsite in Ft. Belvoir, VA one day per week
• Bachelor's degree
• Ability to obtain U.S. government security clearance (U.S. citizenship required). Secret security clearance preferred
• ServiceNow Administrator training preferred but not required
• ITIL training preferred
• Agile experience or training preferred
• Exposure to ServiceNow via previous work experience or ServiceNow NextGen Apprenticeship including knowledge of ITSM, Incident Management, Change Management, Problem Management, CMDB Management, Knowledge Management, Service Catalog, Service Portal modules, JavaScript, and web services
• Excellent analytical and problem-solving skills
• Effective communication skills, both written and verbal, with technical and non-technical staff
• Ability to work independently with minimal direction providing technical and non-technical support
• Ability to thrive in an Agile and collaborative work environment
• Excellent time management skills with the ability to manage competing priorities