ServiceNow Systems Analyst

About SOFtact Solutions: STS is a Woman Owned Small Business (WOSB) that carries a passion for problem-solving in support of today’s warfighters and government entities by providing Strategic Advisory and Program Management, C5ISR Enterprise Architecture and Design, Cybersecurity, IT Services, and ServiceNow Solutions. Committed to innovation and excellence, STS integrates high-end engineering services to deliver cost-effective, nonproprietary software systems across mission-critical operations

 

Position Location:  Falls Church, VA area (on site)

 

ServiceNow Systems Analyst

 

Job Overview: We are seeking a highly skilled and experienced ServiceNow Systems Analyst with a strong background in IT Service Management (ITSM). The ideal candidate will have hands-on experience with ServiceNow ITSM modules (such as Incident Management, Change Management, Problem Management, Service Catalog, and Knowledge Management), the ability to gather requirements, and the skill to transform business needs into functional specifications. This program provides enterprise-wide IT support to enable the customer to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities. These services will deliver exceptional execution value to internal and external mission partners operating in CONUS and OCONUS locations. Periodic travel may be required. 

 

Key Responsibilities:

• Requirements Gathering & Analysis:
  • Collaborate with business stakeholders to understand and define business requirements
  • Provide ITSM support to the business and customers
  • Complete back-end support, troubleshooting, system integrations, upgrades, administration, and maintenance of the Customer’s ITSM tool(s) with a focus on user experience and productivity
  • Analyze existing workflows, processes, and systems to identify areas for improvement
  • Translate business requirements into functional specifications for ServiceNow configuration and customization
  • Conduct stakeholder interviews, workshops, and surveys to gather comprehensive requirements
• ServiceNow Implementation & Configuration:
  • Assist in configuring and implementing ServiceNow modules such as Incident, Problem, Change, Service Catalog, and others
  • Work with ServiceNow developers to design, test, and implement system enhancements
  • Ensure the proper integration of ServiceNow with other enterprise systems
• Testing & Quality Assurance:
  • Develop test plans and test cases based on business requirements and system design
  • Conduct User Acceptance Testing (UAT) with business users to ensure solutions meet their needs
  • Track and resolve any defects or issues during testing and post-deployment
• Documentation & Training:
  • Prepare clear and detailed documentation, including process flows, user guides, and configuration specifications
  • Create and deliver end-user training sessions and materials to ensure successful adoption of ServiceNow solutions
• Process Improvement:
  • Identify opportunities for continuous improvement within the ServiceNow platform and business processes
  • Recommend best practices for ServiceNow use and configuration
• Stakeholder Management:
  • Liaise with key stakeholders, including business leaders, IT teams, and vendors, to ensure project milestones and goals are met
  • Provide regular updates to stakeholders on the status of ongoing projects and initiatives

 

Skills & Qualifications:

• Bachelor’s degree in Computer Science, Information Technology; additional years of experience may be considered in lieu of degree
• 10 years of experience with ITSM practices, with at least 5 years of experience working in the ServiceNow space
• A very solid understanding of ITIL model/framework
• Strong understanding of the ServiceNow platform, including its core modules (ITSM)
• Knowledge of business process modeling and documentation
• Ability to analyze and document business requirements and translate them into functional specifications
• Ability to create dashboards, reports, changes, and upgrades with an ITSM tool (i.e. ServiceNow, Remedy, etc.)
• Experience with project management tools, methodologies, and techniques
• Excellent communication, presentation, and interpersonal skills
• Strong analytical and problem-solving abilities
• ServiceNow certifications (such as Certified System Administrator or Certified Application Developer) are a plus

 

Preferred Skills:

• ITIL 4, COBIT, Lean 6 Sigma, AGILE, SAFe, Security+ or other technical certifications

 

Clearance: Secret; must be able to obtain a Top Secret clearance

 

About SOFtact Solutions: STS is a Woman Owned Small Business (WOSB) that carries a passion for problem-solving in support of today’s warfighters and government entities by providing Strategic Advisory and Program Management, C5ISR Enterprise Architecture and Design, Cybersecurity, IT Services, and ServiceNow Solutions.

 

STS is a forward thinking, responsive, and dedicated company bringing years of service and experience across the entire spectrum of mission support. STS supports the Department of Defense and OGA’s by integrating high-end engineering services to deliver nonproprietary, cost-effective, and integrated applications and software systems.

 

SOFtact Solutions is an equal opportunity and affirmative action employer.  We consider applicants without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other category protected by federal, state, or local law.

 

ServiceNow Systems Analyst