ServiceNOW-ITIL/Service Management

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

Background: Currently, the NJDOL 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) 6 years
• Experience in automating workflows in a Service Management application 6 years
• Strong technical problem-solving skills experience 5 years
• Experience communicating complex concepts to technical and non-technical stakeholders 5 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