ServiceNow Business Analyst

ServiceNow Business Analyst

Job Description

Brief Project Description
The client requests to procure a Business Analyst/Consultant IV contractor using the IT Vendor Managed Services Contract # 505ENT-M21-SERVICESIT-01. This request is essential to meet the workload demands of the ServiceNow implementation and ensure the client remains on schedule with critical project timelines.

Project details:
The client is looking for a Business Analyst/Consultant IV contractor to meet the workload demands of the ServiceNow implementation and ensure the client remains on schedule with critical project timelines. While client 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 client to implement business process improvements and increase self-service options without delaying the rollout of new features.

Hardware/Software Environment
ServiceNow ITSM

Additional Comments

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 client 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.

Administrative/Technical Writing
Experience in Technical Writing and Documentation - 3 Years - Nice to Have

General Competencies
Excellent oral and written communication skills - 3 Years - Must Have
Analytical/problem solving skills - 3 Years - Must Have

Information Technology - Software
MS Office Products - 3 Years - Must Have

Administration - Project Management
Change management - 3 Years - Must Have
Project Management - 3 Years - Must Have

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.

Notes:
100% remote
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 client standard working hours of 7:45 am – 4:30 pm Central Time.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.