ServiceNow Business Analyst

Job ID: 2310656-2903

Location: REMOTE WORK, AL, US

Date Posted: 2023-08-14

Category: Information Technology

Subcategory: Bus Proc Analyst

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: No

Description

SAIC is currently seeking a motivated, career and customer oriented ServiceNow Business Analyst to join our team to begin an exciting and challenging new chapter!

Job Responsibilities

• Experience with prototyping, wireframe analysis, and use case testing
• Lead the current team and be the customer POC for project management and customer issues.
• Serve as the primary point of contact for all operational support issues related to a ServiceNow instance used by multiple groups within a U.S. Government agency
• Provide Administrator functions such as managing Users (groups and roles), developing reports and dashboards, and management/maintenance of other global data sets
• Manage enhancements and defects including working with the system owner to define, prioritize, configure, test, and deploy.
• Identify system deficiencies and recommend solutions
• Ensure appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible
• Ensure tool configuration consistency across development, test, and production environments
• Maintain and develop the Services operations dynamic reporting sites
• Build and maintain an interface between Incident, Problem, CMDB, and Change to allow proactive and reactive impact analysis
• Develop all automated system reporting and ensure relevant information interfaces with the work management system (ServiceNow) for all Technology teams
• Develop reports to support Problem Management and continual service improvement work to display a reduction of incidents, business impact, increased productivity, and cost savings
• Analyze data extracts and reports to identify trends and data points.
• Consult with managers in the use of analytical and reporting tools to develop effective cost, quality, operational, and customer satisfaction outcomes. May act as a liaison to collaborate with other operating groups to resolve problems or make recommendations for program/process changes.
• Be able to analyze requirements through the standard type of quality paradigm that includes:
  • Atomic
  • Uniquely identified
  • Complete
  • Consistent and unambiguous
  • Traceable
  • Prioritized
  • Testable

Qualifications

Required:

• BS and 5 years of experience
• 3-5 years of ServiceNow experience
• ITIL v3 or ITILv4 Foundation and strong knowledge of ITIL Service Operation
• In-depth experience with IS work management systems (ServiceNow) and reporting capabilities
• Extensive customer-facing experience working in a collaborating environment able to translate customer requirements into practical use case stories.
• System and integration requirements through customer engagement resulting in the development of user stories that facilitate developers with their coding.
• Able to translate requirements to project manager, developers, and testers through use cases and systems documentation
• Comprehensive understanding of Service Level Agreements and performance metrics
• Strong understanding of relational database models, schema, and systems
• Experience working in a fast-moving and changing large enterprise IT environment
• Intermediate knowledge of business analysis, business management data systems, IT risk management, project management and technical problem resolution.

Desired

• ServiceNow Admin Certification

Target salary range: $75,001 - $100,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.