Looking for an Application Technical Specialist functioning as a Technical Business Analyst to work with client 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.

Note: this is a position requiring Technical knowledge and experience in configuring ServiceNow. Must have experience creating and automating workflows in ServiceNow.

• Position is hybrid, requiring on-site work 2-3 days per week. The agency can be flexible with on-site work down the line.
• There is a strong likelihood of an extension.
• Excellent effective communication skills, including listening, written, and verbal, are required.
  
  

Client is 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 are managed via email.

Need: The resource is required to:

• 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 and Years of Experience

• Overall technical business analyst experience 7 years
• Experience with Service Management (ServiceNOW preferred or similar IT Service Management tools) 2 years
• Experience in automating workflows in a Service Management application 2 years
• Strong technical problem-solving skills experience 2 years
• Experience communicating complex concepts to technical and non-technical stakeholders 2 years
  
  

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