Job Description

Job Title: Business Analyst/Consultant -IV (Remote)

Location: Madison, WI

Duration: 03 Months with possible extension

Job Description :

While BITS has a full-time ServiceNow Administrator, the current project volume exceeds our internal capacity. This contractor will work alongside our staff to complete initial service requests and configuration for the implementation. As the project progresses into the Software Asset Management (SAM) and Hardware Asset Management (HAM) phases, this resource will shift to providing maintenance and support. This additional capacity allows BITS to implement business process improvements and increase self-service options without delaying the rollout of new features. Securing this resource ensures that the platform remains stable and well-supported as we expand its capabilities. The Client is currently allowing remote work from any of the contiguous states of the United States. The contractor will be required to be available online, be present to meet all workload requirements, and must be available to attend all scheduled meetings during the client standard working hours of 7:45 am 4:30 pm Central Time. The Client can make changes or modifications to this arrangement with reasonable advance notice.

Hardware/Software Environment:

• ServiceNow ITSM

Key Responsibilities:

• Service Request Development: Collaborate with business stakeholders to gather requirements; design, build, and test automated service requests and workflows within the ServiceNow Service Catalog.
• ITSM Implementation: Lead the functional configuration of ITSM modules (Incident, Problem, Change, and Request), ensuring all system changes follow authorized governance workflows.
• Platform Support: Provide expert-level support and maintenance for implemented modules, ensuring system performance aligns with agency service delivery standards.
• Process Design & Documentation: Develop and maintain comprehensive documentation for system configurations, process flows, and user guides to ensure long-term platform sustainability.

Top Required Skills and Years of Experience:

• ServiceNow Implementation & Configuration 3 years of experience: Extensive experience configuring ServiceNow ITSM modules, building Service Catalog items, and designing workflows using Flow Designer.
• Business Analysis & Requirement Gathering 3 years of experience: Expertise in translating non-technical business needs into detailed technical specifications and managing the lifecycle from discovery through UAT.
• ITSM Process Knowledge 3 years of experience: Deep understanding of ITIL frameworks and how they are applied within a large enterprise or government environment.
• Technical Writing & Documentation 3 years of experience: Proven ability to create clear technical documentation, including Functional Requirement Documents (FRD) and Standard Operating Procedures (SOP).

Nice-to-Have Skills:

• Third-Party Integrations: Experience integrating ServiceNow with technical solutions such as Dynatrace, Jira, or Tenable.
• Advanced ServiceNow Modules: Familiarity or implementation experience with additional modules such as Enterprise Architecture (EA), Security Operations (SecOps), Software Asset Management (SAM), or Hardware Asset Management (HAM).
• ITIL Proficiency: Strong understanding or experience working within ITIL v3 or v4 frameworks, specifically in the areas of Incident, Change, and Request Management.

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