Analyst III

Job Title: Analyst III - Aternity & ServiceNow Software Specialist

Location: Remote/Telework

Employment Type: Full-Time, 40 hours per week

Contract Type: Firm Fixed Price Contract

Pay Rate:$48.00 - $55.00 hour estimated 2000 hours a year

Job Summary:

The Internal Revenue Service (IRS) is seeking Analyst III professionals with expertise in Aternity End User Experience Monitoring and ServiceNow to support the IRS Information Technology (IT) User & Network Services (UNS) Customer Service Support (CSS) for over 90,000 customers nationwide. This role involves leveraging industry best practices to enhance end-user experiences through advanced monitoring, automation, and defect resolution.

• Develop and maintain Aternity dashboards and create self-healing scripting capabilities for IRS systems.
• Provide ServiceNow Subject Matter Expertise (SME) to proactively identify and resolve enterprise-level deployment or software defects.
• Collaborate with IRS UNS Service Providers to automate and streamline defect resolution processes.
• Create and deliver technical documentation, operating manuals, SOPs, and knowledge articles for Aternity dashboard development and support.
• Conduct Service Desk technician-level training on system use and support.
• Lead the integration of Aternity auto-ticketing capabilities within ServiceNow, including documenting actions and creating programming solutions.
• Plan, document, develop, and implement Aternity monitoring capabilities, including resource baselines and reporting requirements.
• Participate in meetings, attend training sessions, and support ServiceNow Technical Operations Support including plans, procedures, and migration strategies.

Required Qualifications:

• Education: Bachelor's degree in Information Technology or related field, or equivalent industry experience.
• Certifications:
• Microsoft Certified Solutions Expert (MCSE): Productivity Solutions Expert
• CompTIA Network

Experience:

• 5-6 years of experience in business/technical IT systems analysis.
• Demonstrated ability to analyze business and system requirements, re-engineer existing processes, and develop process maps for complex systems.
• Proficiency in Aternity and ServiceNow software, including creating dashboards and self-healing scripts.
• Strong understanding of the impact of technical solutions on the business environment and systems integration.

Skills and Competencies:

• Advanced knowledge of Aternity software and its integration with ServiceNow.
• Strong analytical skills to identify, track, and resolve enterprise-level defects.
• Proficiency with Microsoft technologies, including Word, Excel, PowerPoint, Project Access.
• Excellent customer service skills, with strong verbal and written communication abilities.
• Ability to work independently and collaborate with IRS stakeholders and Service Providers.

Additional Requirements:

• U.S. Citizenship or Lawful Permanent Resident (LPR) status.
• Must pass an IRS background investigation, including Personal Identity Verification (PIV) as per HSPD-12.
• Complete mandatory IRS Security Awareness Training within 10 business days of staff-like access approval and annually thereafter.

Salary : $48 - $55