ServiceNow Business Analyst #616

Clearance: Must be able to obtain a DHS/TSA public trust as required. (US Citizenship is required)

Dev Technology Group is seeking a Business Analyst to join a high-performing team delivering digital transformation services to our government client. The team is responsible for providing advanced technical solutions to streamline and optimize systems. This role will be part of a team who will use ServiceNow and other state-of-the-art emerging technologies. This team will provide full life-cycle Agile implementation activities including design, development, testing, production, and implementation.

What You'll Be Doing:

• Assessing current state legacy service desk processes. These processes will be mapped to ITIL processes such as Incident, Problem, Knowledge and Change Management
• Work with the customer to understand request processes to then define requirements for Service Catalog requests items
• ServiceNow Service Portal workshop and requirements gathering and design experience
• Support business process re-engineering efforts to configure the system to meet new government initiatives
• Introduce and educate customers as it relates to service desk and ITIL best practices
• Perform a gap analysis of current/desired processes and ServiceNow OOB functionality
• The BA will provide analysis of business and user needs, documentation of requirements, and translation into proper system requirement specifications
• The BA will utilize a repository to archive, create lists, and document libraries
• This role will also trouble-shoot workflow issues for users, write requirements, and perform test user functionality
• Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results
• The BA will provide effective and comprehensive communication project wide, and engage across the team and project stakeholders
• Other Business Analyst duties as assigned
• Coordinate and conduct working sessions to gather and document requirements
• Work closely with developers to ensure all requirements are understood, documented, and tested
• This position is fully remote within the United States

Required Education, Experience, and Skills:

• A Bachelor’s degree is required
• ServiceNow System Administrator and ITSM implementation certification is a must
• ITIL V3 or V4 certification is a must
• Must have at least 7 years of experience, three (3) years in agile environment
• Must have experience using Scrum methodology to manage project workflow and requirements
• Experience working with a development team, end users, and provide leadership/mentoring to other analysts required
• Experience with Agile tools to manage workload, such as JIRA, Azure DevOps, etc. 
• Proficiency in the use of repositories to archive, create lists and document libraries
• Ability to trouble-shoot workflow issues for user
• Experience gathering and writing requirements
• Ability to perform test user functionality
• Must be able to demonstrate an understanding of the government project environment
• Must possess the ability to communicate effectively in both writing and verbally with a strong proficiency collaborating across teams