ServiceNow Business Analyst

Overview

LMI is a government consulting firm dedicated to advancing the management of government. We operate free of political and commercial bias, and we gauge our success by the mission outcomes we enable our government clients to achieve. Our clients value our objectivity, deep government IQ, and expertise in logistics, analytics, information technology, and management consulting. We seek talented, hardworking people who share our passion for public service and want to join us in solving the most pressing challenges in government management.

LMI is seeking an experienced ServiceNow Business Analyst with HRSD module experience to support the Human Capital (HC) enterprise transformation program at NASA. This position is located at NASA Headquarters in Washington D.C. However, it is a teleworking assignment for the foreseeable future. Candidates must be able to pass background checks and/or obtain a security clearance if needed.

Responsibilities

This role includes working collaboratively as part of a team supporting the NASA HC enterprise transformation architect within the Office of the Chief Human Capital Officer (OCHCO) to design and develop the HR operations service capacity and capability to deliver a first-class employee experience in alignment with the federal government Human Capital Business Reference Model.  As OCHCO continues to shift into a new, tiered service delivery model, support is required to design a new service delivery model through ServiceNow’s HRSD module that allows for functional work intake, triage, assignment, and tracking.  Specifically, the ServiceNow HRSD Business Analyst will utilize their extensive business process expertise and experience to design and define customer solutions utilizing the ServiceNow HRSD scoped application. They will ensure development efforts are well documented and delivered with quality, supporting the overall outcome of the OCHCO transformation.  The Business Analyst demonstrates critical thinking, builds relationships and upholds the highest standard of ethical behavior. 

• Coordinate with functional stakeholders to gather requirements
• Translate business requirements into technical specifications by working with functional teams to facilitate a standard functional process design that could be implemented in case management
• Assist with demos, working sessions, and workshops
• Gather and document service request requirements for new and existing requests to be transitioned to the enterprise process
• Ensure service request requirements align to the clients’ service request design guiding principles 
• Develop documentation and knowledge articles
• Obtain signoff of service request design
• Test service request forms and coordinate testing by SMEs and other appropriate testers. Develop test scripts as needed to support testing may be in partnership with Human Capital IT (HCIT) developer  
• Assist with knowledge transfer, including identification and development of necessary communication/change management tools and products for the HR enterprise team
• Revise/create handouts to assist both fulfillers of HR service requests and those who place the requests
• Partner with HCIT to: 
  • Work with Service Catalog/Request Process Owner and Manager to recommend approach for converting current request management process to enterprise process and tool
  • Determine if new service request forms need to be created
  • Develop integrated plan for case management requirement gathering and case management development 
• Support digital HR and business process harmonization and standardization to align with the HC operating model and leverage digital HR and analytics proficiency to support designing a superior customer experience.
• Develop a wide range of products - briefings, reports, plans and roadmaps, and others – to support project progress and reporting.
• Support project management, quality management, planning, and communication activities

Qualifications

Qualifications:

• Bachelor’s degree in Business, IT, Human Resources or other related field, with 5 years of work experience.
• Human capital information technology management, strategy development, talent management, process mapping, policy analysis, and/or organizational development experience, and/or ServiceNow experience
• Well-developed consultative approach - listening, coaching and influencing skills
• Excellent interpersonal communication skills and ability to build relationships with colleagues across business lines and levels
• Analytical and strategic thinking skills – systems thinker
• Operate with curiosity- challenge traditional approaches, incorporates diverse perspectives
• Ability to manage ambiguity and push through business challenges
• Drive results and demonstrate a strong sense of accountability and follow through
• Ability to energize others around a task/idea and maintain optimism
• Ability to deliver in a fast-paced environment with tight deadlines
• Excellent analytical, problem solving, presentation, oral and written skills
• Proficiency with Microsoft Office products, including Word, Excel, PowerPoint, Outlook, and SharePoint

Preferred Qualifications:

• HRSD ServiceNow Experience
• Human-Centered Design
• Federal consulting experience