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Business Analyst, ITSM
Ref No.: 18-00039
Location: Manassas, Virginia
Position Type:Direct Placement
Start Date: 02/07/2018

The Business Analyst-ITSM is responsible to drive Best Practice ITSM workshops and gather requirements to implement ServiceNow modules. The Business Analyst-ITSM develops process guides, revise stories in the SDLC module of ServiceNow and drives customer roadmaps. The Business Analyst-ITSM may be a remote position if outside of the Washington, DC, Virginia or Maryland metro areas and requires up to 40% travel if remote.  

Must have supported the deployment of ServiceNow in the BA/BPC or Engagement Manager Role.

He/She will also develop process guides, revise stories in SDLC module of ServiceNow and drive customer roadmaps
  1. 30%: Leads business process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders in the ITSM space
  2. 20%: Develops required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities
  3. 20%: Identifies areas of process improvement (efficiency and effectiveness) and recommends solutions that detail pros, cons and risks. Promotes continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities.  
  4. 20%: Manages and communicates ITSM process and business requirements to the delivery team as a bridge to ensure that the proposed solutions meet the customer's expectations.
  5. 10%: Drives the customer roadmap discussions and decisions
HS Graduate or GED    
Associate’s Degree   Bachelor’s Degree  
Type of Credentials/Licenses:    MUST have ServiceNow experience            
Related Work Experience: 4-6 Years
The work experience / skills / abilities required to perform the job effectively.​

•      Subject matter expertise in ITSM areas including Cloud Management, Discovery, Event Management, Orchestration and Service Mapping.
•      Solid experience in defining and deploying 'to be' best practice ITSM processes and in identifying solutions from a people, process and technology perspective.
•      Solid experience with technologies such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB or Remedy ARS.
•      Solid experience in process management in a consulting environment facilitating Best Practice workshops, capturing AS IS state and driving customers to  the TO BE state.
•      Solid experience in requirements gathering, including experience in creating process documentation and capturing functional requirements.
•      Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint).
•      Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing. thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
•      Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity.
•      AGILE/Scrum experience is a highly desired.

This position is an individual contributor and has no supervisory responsibilities. Provides functional expertise through day-to-day work tasks. Works under the supervision of management.