Business Process Analyst (ServiceNow)

Job Description:

Raytheon is supporting a U.S. Government customer on a large mission critical development and sustainment program to design, build, deliver, and operate a network operations environment including introducing new cyber capabilities to address emerging threats. Raytheon Cybersecurity and Special Missions (CSM) is seeking a Business Process Engineer to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

Responsibilities include:

Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processes

Be a key member of an overall engagement team focused on delivering customer outcomes

Lead customer design workshops

Guiding customers in defining and refining business requirement for functional aspects of the solution

Drafting user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them

Managing and communicating ITSM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectations

Contribute towards continuous improvement of leading practices

Growing and mentoring other members of ServiceNow and the partner ecosystem

Required Skills:

Must be a US Citizen

Must have an active Secret clearance and be able to obtain a TS/SCI clearance

Must be able to obtain DHS Suitability

8 years of directly relevant experience

4 years of experience with the ServiceNow platform supporting ITSM and ITIL process flow development and tuning

Significant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / ITSM Services environment.

Experience in defining and deploying future-state ITSM processes and in identifying solutions from a people, process and technology perspective

Excellent communication and presentation skills

Experience in analyzing and recommending ITSM strategies based on business priorities

Excellent interpersonal skills, customer-centric attitude and experience working with diverse team

Strong problem-solving and analytical skills with an aptitude and passion for learning new technologies

Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box

Strong documentation and technical writing experience.

Desired Skills:

Experience with Scaled Agile Framework (SAFe) knowledge and experience

Experience with collaboration tools including MS Teams, MS Outlook, MS SharePoint, Atlassian Jira, Atlassian Confluence, and Atlassian Jira Align

Required Education: Bachelor’s degree in Systems Engineering, Computer Science, Information Systems or related technical field. Two years of related work experience may be substituted for each year of degree level education.

AtlasNext SlotID: 2875

Requires advanced knowledge of work area typically obtained through advanced education combined with experience. May have practical knowledge of project

management. Practical to substantial knowledge of RTX projects, programs or systems with the ability to make enhancements and leverage in daily work.

Typically requires:

A University Degree or equivalent experience and minimum 5 years prior relevant experience, or An Advanced Degree in a related field and minimum 3 years experience

Engineering/Other Technical Positions:

Typically requires a degree in Science,Technology, Engineering or Mathematics (STEM) and a minimum of 5 years of prior relevant experience unless prohibited by local laws/regulations.

Employee Referral Award Eligibility: Only employees currently within RMD and RI&S have the potential to receive a Referral Award for submitting a referral to RMD and RI&S roles. ALL eligibility requirements must be met to receive the Referral Awarding.

#RISCyber

#RISCPSDulle

#RISDOMINO

Requires advanced to expert knowledge of work area typically obtained through advanced education combined with experience.

May have broad knowledge of project management. Requires substantial knowledge of RTX projects, programs or

systems in order to provide enhancements within job area. Typically requires: A University Degree or equivalent experience and minimum 8 years

prior relevant experience, or An Advanced Degree in a related field and minimum 5 years experience

Engineering/Other Technical Positions: Typically requires a degree in Science, Technology, Engineering or Mathematics (STEM) and a

minimum of 8 years of prior relevant experience unless prohibited by local laws/regulations.

Employee Referral Award Eligibility: Only employees currently within RMD and RI&S have the potential to receive a Referral Award for submitting a referral to RMD and RI&S roles. ALL eligibility requirements must be met to receive the Referral Awarding.

#RISCyber

#RISCPSDulles

#RISDOMINO

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.