ServiceNow Analyst/Process Owner (685481)
About the Opportunity
- We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
- We are only considering local candidates who currently reside within 45 minutes of postal code 17110
- No Third Party Agencies
- $45 per hour 1099, $37 per hour W2 + benefits
- 1 day Work From Home, 4 days On-site in Harrisburg, Pennsylvania
- Job Id: OST-685481
- Must be able to provide proof of COVID-19 vaccination plus booster shot
- Contract Term: Till end of the 2022 fiscal year with yearly extension based upon performance
Short Description
The Commonwealth of Pennsylvania’s Office of Administration Office for Information Technology (OA/OIT) is seeking a ServiceNow Analyst/Process Owner to independently perform high-level administrative and consultative work as it relates to IT Service Management and the ITIL Methodology. The ideal candidate must have 4+ years of experience with business, technical, or integration consulting, and 4+ years of experience in process development and mapping, and ITIL V3 or V4 Foundation Certification held for 3+ years.
Required Skills/Years of Experience
- Bachelor’s degree in IT or related field or equivalent experience
- ITIL V3 or V4 Foundation Certification (held for 3+ years)
- 4+ years of experience with business, technical, or integration consulting
- 4+ years of experience in process development and mapping
- 1+ years of excellent communication and interpersonal skills
Complete Description
The Commonwealth of Pennsylvania’s Office of Administration Office for Information Technology (OA/OIT) is seeking a ServiceNow Analyst/Process Owner to independently perform high-level administrative and consultative work as it relates to IT Service Management and the ITIL Methodology. The ideal candidate must have 4+ years of experience with business, technical, or integration consulting, and 4+ years of experience in process development and mapping, and ITIL V3 or V4 Foundation Certification held for 3+ years.
The ServiceNow Analyst/Process Owner will be tasked to:
- Define and document customer business functions and processes
- Schedule, provide meeting agendas, and conduct facilitated workshops for requirements analysis
- Consult with Process Owners and Managers to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access
- Analyze the feasibility of and develop requirements for new systems and enhancements to existing systems
- Ensure the system design fits the needs of the enterprise
- Track and fully document change for functional and business specifications
- Write detailed universally understood procedures for permanent records and for use in training
- Identify opportunities for improving business processes through information systems and/or non-system driver changes
- Assist in the preparation of proposals to develop new systems and/or operational changes
- Contribute to the plans, organize, and conduct business process reengineering/improvement projects
- Research and prepare statistical reports
- Consolidate information into cohesive and understandable correspondence for use in management decision-making
- Participate in system integration testing, user acceptance testing, and testing of new system functionality.
- Provide technical assistance in training
- Review design and technical requirements to ensure that business and functional requirements are met
- Ensure that the customer’s goals and requirements are met
- Escalate issues to management as appropriate
- Assist in the development of standard documentation, layouts, templates, and terminology
- Ensure all documentation follows standards
- Recommend decisions to process changes, based on analysis, process team, and SME input
- Recommend decisions on technology alignment with the process, for TBO review and approval
- Work independently and as a team member
- Interact with executives, various levels of management, Agency IT Managers and CIOs
- Use a computer and current Windows and MS Office suite products
- Build detailed diagrams with Visio for organization and process relationship
- Proofread documents accurately, using proper spelling, punctuation, and grammar
- Organize and present process-related information, both verbally and in writing
- Read and interpret IT Service Management materials
Hiring Expectations
- We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
- No Third Parties
- Right to Represent authorization is required
- Expect technical interview screening
- Expect F2F interview
- Background check and/or credit check will be required