Business Analyst (Service now Experience)

About the role

Ncdot IT

Project Management Office is seeking short term staffing resources for an approximate 12 month effort to implement and support the IT Service Management tool, Service Now.

This project is intended to implement the Service Now tool suite to allow DOT IT organization to automate its business processes for change and problem management. These positions have responsibility for systems analysis which includes assuring that help desk and call center processes are fully understood, capturing detail requirements and business rules. Responsibilities include:

• Fully understanding and documenting business processes and system integration requirements.
• Security protocols for system utilization
• Knowledgeable of the current architecture of ServcieNow.
• Implementing IT business processes including workflow analysis, workflow diagrams, requirements solicitation, documentation, and quality assurance.
• Expected Skills: Able to work without assistance; can provide leadership to others; able to manage highly complex work efforts; may have advanced education; may have extensive industry experience.

Description (including, but not limited to)

• Managing business analysis work or projects with distinct deliverables to a solution
• Identifying and documenting business processes, issues, value levers, metrics, and capabilities
• Collecting, organizing, and analyzing data
• Completing analysis and documentation of as-is capabilities
• Conducting interviews to gather business requirements
• Conducting industry, competitive and State analyses (strategic, financial, operational), business case development, as well as market research for benchmarking
• Supporting required system go-live activities, including conversion, support desk, site support, training delivery, logistics management, etc.
• Supporting change management and communications programs and activities
• Performing PMO activities related to project time tracking, work plan updates, status reporting, service metric reporting, and related project administration tasks

Qualifications & Requirements

Required

• Proven experience in business process analysis, requirements development, implementation, testing and documentation
• Working knowledge of the application development life cycle
• Strong analytical and conceptual skills
• Proven working knowledge of business process improvement and process modeling
• Demonstrated strong written and verbal communication skills and experience with Microsoft Suite
• The ability to take complex end-user requirements to automated process workflow
• Ability to work independently and with a team
• Implementing business processes in ServcieNow

Additional Information

All your information will be kept confidential according to EEO guidelines.