ServiceNow Business Analyst/Consultant IV (157543) WI LOCAL ONLY
United States of America
Full Time
3 weeks ago
No H1B
Key skills
ServiceNow ImplementationServiceNow ConfigurationServiceNow ITSM modulesService Catalog designFlow DesignerBusiness AnalysisRequirement GatheringITSM Process KnowledgeITIL frameworksFunctional Requirement DocumentsStandard Operating ProceduresDynatraceServiceNowJira
About this role
CCI- Computer Consultants International, Inc. is seeking a ServiceNow Business Analyst/Consultant IV to assist with the implementation and configuration of ServiceNow ITSM modules. The role involves collaborating with business stakeholders to gather requirements, leading ITSM implementation, and providing expert-level support and maintenance for the platform.
Responsibilities:
- Collaborate with business stakeholders to gather requirements; design, build, and test automated service requests and workflows within the ServiceNow Service Catalog
- Lead the functional configuration of ITSM modules (Incident, Problem, Change, and Request), ensuring all system changes follow authorized governance workflows
- Provide expert-level support and maintenance for implemented modules, ensuring system performance aligns with agency service delivery standards
- Develop and maintain comprehensive documentation for system configurations, process flows, and user guides to ensure long-term platform sustainability
Requirements:
- Candidates must be CURRENT WI residents. No relocation is allowed
- ServiceNow Implementation & Configuration – Extensive experience configuring ServiceNow ITSM modules, building Service Catalog items, and designing workflows using Flow Designer. (3 years)
- Business Analysis & Requirement Gathering – Expertise in translating non-technical business needs into detailed technical specifications and managing the lifecycle from discovery through UAT. (3 years)
- ITSM Process Knowledge – Deep understanding of ITIL frameworks and how they are applied within a large enterprise or government environment. (3 years)
- Technical Writing & Documentation – Proven ability to create clear technical documentation, including Functional Requirement Documents (FRD) and Standard Operating Procedures (SOP). (3 years)
- The contractor will be required to be available online, be present to meet all workload requirements, and must be available to attend all scheduled meetings during DWD standard working hours of 7:45 am – 4:30 pm Central Time
- DWD can make changes or modifications to this arrangement with reasonable advance notice
- Third-Party Integrations: Experience integrating ServiceNow with technical solutions such as Dynatrace, Jira, or Tenable
- Advanced ServiceNow Modules: Familiarity or implementation experience with additional modules such as Enterprise Architecture (EA), Security Operations (SecOps), Software Asset Management (SAM), or Hardware Asset Management (HAM)
- ITIL Proficiency: Strong understanding or experience working within ITIL v3 or v4 frameworks, specifically in the areas of Incident, Change, and Request Management