Technical Business Analyst – Service Now

Location: Trenton, NJ (Hybrid)

Contract Duration: 12+ Months

Interview Type: Both Phone and In Person

Responsibilities:

Looking for an Application Technical Specialist functioning as a Technical Business Analyst to work with DOL staff to identify and document existing paper-based workflows that can be streamlined and automated in the ServiceNow system. The resource will also be responsible for identifying reports, SLAs, and KPIs.
There is a strong likelihood of an extension.
Excellent effective communication skills, including listening, written, and verbal, are required.
Background: Currently, they are using BMC Footprints for Help Desk and service request tickets but needs to expand the tool’s use to automate many existing workflows. Most workflows are paper-based, and those that are not managed via email.
Meet with various parties involved in each process to document current activities.
Assess and determine if these activities can be streamlined.
Gain consensus on the streamlined approach and build these processes into ServiceNow. Identify reports, SLAs, and KPIs to measure performance and timeliness.
Possess an understanding of available business rules, triggers, criteria, and actions to construct these workflows’ automation effectively.
Knowledge and Years of Experience
ITIL/Service Management – 2 years
ServiceNow, Footprints, or other ITSM tools experience – 2 years
Knowledge of the available types of rules and the triggers, criteria, and actions that are used to construct automation of the standard, repetitive actions that occur in a business environment – 2 years

Required Skills:

Overall technical business analyst experience Required 7 Years
Experience with Service Management (Service NOW preferred or similar IT Service Management tools) Required 2 Years
Experience in automating workflows in a Service Management application Required 2 Years
Strong technical problem-solving skills experience Required 2 Years
Experience communicating complex concepts to technical and non-technical stakeholders Required 2 Years
ITIL/Service Management Desired 2 Years
Knowledge of Service NOW to automate workflow management Desired 1 Years
Process improvement experience Desired 1 Years
Ability to identify value-added steps and eliminate non-value-added steps in workflows Desired 1 Years
Experience identifying and establishing KPIs and reports Desired 1 Years
Bachelor’s Degree Required
Global Candidate Requirements

Desired Skills:

Knowledge of ServiceNow to automate workflow management – 1 year
Process improvement experience – 1 year
Ability to identify value-added steps and eliminate non-value-added steps in workflows – 1 year
Experience identifying and establishing KPIs and reports – 1 year
Education – Bachelor’s Degree or equivalent certification

Thanks & Regards

Mike Henry

Senior IT Recruiter

Ph No: (302) 318-9135 (Direct)

Email: Mike@dewsoftech.com