ServiceNow Business Systems Analyst (395)

Overview iTech AG is seeking a ServiceNow Business Systems Analyst to support a federal client. The analyst works with the client’s IT, HR, and business offices to turn their needs into well-defined ServiceNow requirements across HR Service Delivery, Customer Service Management, IT Service Management, and Strategic Portfolio Management. On a nine-person Agile team, the analyst leads requirements, user research, acceptance testing, training, and change activities. Roles And Responsibilities Gather, document, and validate requirements with OJP stakeholders across HRSD, CSM, ITSM, SPM, and scoped business applicationsTranslate business needs into epics, features, and user stories with testable acceptance criteria, reviewed with product ownersModel current-state and future-state business processes and recommend out-of-the-box ServiceNow solutions over customizationWrite functional specifications, process flows, and test scenariosManage and refine the backlog; facilitate sprint planning, story refinement, and sprint reviewsApply human-centered design through customer research, usability testing, and feedback loopsPlan and support user acceptance testing and customer demonstrationsDevelop training, user guides, and change communications for each release, and publish related Knowledge articlesTrack report and dashboard requests, Customer Response Center service levels, and customer experience measuresResearch known issues and work ServiceNow Support cases through resolutionOther duties as assigned Minimum Qualifications 5+ years of business systems analyst experience, or 3+ years of ServiceNow platform administration experienceExperience with at least three of the following ServiceNow modules: CSM, ITSM, HRSD, SPM, CMDBStrong functional understanding of the ServiceNow platform, including business rules, client scripts, UI policies, email notifications and inbound/outbound email, data loads, Service Catalog items, workflows and Flow Designer, dashboards, and user, role, and group administrationExperience using the ServiceNow Support Portal to research known issues and manage support cases through resolutionExperience creating business requirements, user stories, process flows, functional specifications, and test scenariosStrong knowledge of Agile/Scrum and the SDLCU.S. citizenship Ability to obtain and maintain a DOJ Public Trust (moderate risk background investigation)Must be able to pass a company background check EDUCATION AND CERTIFICATIONS Bachelor's degree in information technology, business, or related field Preferred Qualifications Federal ServiceNow experience, ideally at the Department of JusticeCurrent or recent DOJ Public TrustHands-on HR Service Delivery and Employee Center experienceExperience designing Customer Service Management self-service portalsProcess modeling in Microsoft VisioExperience helping product owners plan and deliver product roadmapsServiceNow certifications, such as CSA or CIS in HRSD, CSM, ITSM, or SPMMaster's degree in information technology, business, or related field. iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by federal, state, or local laws. iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of the employment process should email their request to reasonableaccommodations@itechag.com. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.