Business Analyst (Service now Experience)

Job Description

NCDOT IT Project Management Office is seeking short term staffing resources for an approximate 12 month effort to implement and support the IT Service Management tool, Service Now.

This project is intended to implement the Service Now tool suite to allow DOT IT organization to automate its business processes for change and problem management. These positions have responsibility for systems analysis which includes assuring that help desk and call center processes are fully understood, capturing detail requirements and business rules.

Responsibilities include

Fully understanding and documenting business processes and system integration requirements.

Security protocols for system utilization

Knowledgeable of the current architecture of ServcieNow.

Implementing IT business processes including workflow analysis, workflow diagrams, requirements solicitation, documentation, and quality assurance.

Expected Skills

Able to work without assistance; can provide leadership to others; able to manage highly complex work efforts; may have advanced education; may have extensive industry experience.

Description (including, but not limited to)

• Managing business analysis work or projects with distinct deliverables to a solution
• Identifying and documenting business processes, issues, value levers, metrics, and capabilities
• Collecting, organizing, and analyzing data
• Completing analysis and documentation of as-is capabilities
• Conducting interviews to gather business requirements
• Conducting industry, competitive and State analyses (strategic, financial, operational), business case development, as well as market research for benchmarking
• Supporting required system go-live activities, including conversion, support desk, site support, training delivery, logistics management, etc.
• Supporting change management and communications programs and activities
• Performing PMO activities related to project time tracking, work plan updates, status reporting, service metric reporting, and related project administration tasks

Required

Proven experience in business process analysis, requirements development, implementation, testing and documentation

Working knowledge of the application development life cycle

Strong analytical and conceptual skills

Proven working knowledge of business process improvement and process modeling

Demonstrated strong written and verbal communication skills and experience with Microsoft Suite

The ability to take complex end-user requirements to automated process workflow

Ability to work independently and with a team

Implementing business processes in ServcieNow

All your information will be kept confidential according to EEO guidelines.