ServiceNow Business Analyst with ITSM and ITIL - $65 CTC - REMOTE (CURRENT WI Residents)

Job Description:

***Crop to Crop resumes are accepted
Location Requirement: Onsite or Remote? Candidates must be CURRENT WI residents. No relocation is allowed. This position can work 100% remote (within the state of WI).

The DWD Bureau of Information Technology Services (BITS) requests to procure a Business
Analyst/Consultant IV contractor using the IT Vendor Managed Services Contract # 505ENT-M21-
SERVICESIT-01. This request is essential to meet the workload demands of the ServiceNow
implementation and ensure the department remains on schedule with critical project timelines.
While BITS has a full-time ServiceNow Administrator, the current project volume exceeds our internal
capacity. This contractor will work alongside our staff to complete initial service requests and
configuration for the implementation. As the project progresses into the Software Asset Management
(SAM) and Hardware Asset Management (HAM) phases, this resource will shift to providing maintenance
and support. This additional capacity allows BITS to implement business process improvements and
increase self-service options without delaying the rollout of new features.

Key Responsibilities

• Service Request Development: Collaborate with business stakeholders to gather requirements;
  design, build, and test automated service requests and workflows within the ServiceNow Service Catalog.
• ITSM Implementation: Lead the functional configuration of ITSM modules (Incident, Problem,
  Change, and Request), ensuring all system changes follow authorized governance workflows.
• Platform Support: Provide expert-level support and maintenance for implemented modules,
  ensuring system performance aligns with agency service delivery standards.
• Process Design & Documentation: Develop and maintain comprehensive documentation for
  system configurations, process flows, and user guides to ensure long-term platform sustainability.

Required Skills:

• ServiceNow Implementation & Configuration 3 years of experience: Extensive experience configuring ServiceNow ITSM modules, building Service Catalog items, and designing workflows using Flow Designer.
• Business Analysis & Requirement Gathering 3 years of experience: Expertise in translating non-technical business needs into detailed technical specifications and managing the lifecycle from discovery through UAT.
• ITSM Process Knowledge 3 years of experience: Deep understanding of ITIL frameworks and how they are applied within a large enterprise or government environment.
• Technical Writing & Documentation 3 years of experience: Proven ability to create clear technical documentation, including Functional Requirement Documents (FRD) and Standard Operating Procedures (SOP).

Desired Skills:

• 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.