Technical Business Analyst - ServiceNow

job summary:

The Technical Business Analyst is essential to meet the workload demands of the ServiceNow implementation and ensure the department remains on schedule with critical project timelines.

While a full-time ServiceNow Administrator is in place, 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 to implement business process improvements and increase self-service options without delaying the rollout of new features.

This individual can work remotely from anywhere within Wisconsin, but must already be a resident of the State of Wisconsin. The hours will be 7:45a - 4:30p CT.

location: Telecommute

job type: Contract

salary: $49.80 - 51.20 per hour

work hours: 8am to 5pm

education: High School



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.

qualifications:

- 3 years of experience configuring ServiceNow ITSM modules, building Service Catalog items, and designing workflows using Flow Designer

- 3 years of experience translating non-technical business needs into detailed technical specifications and managing the lifecycle from discovery through UAT

- 3 years of experience with ITSM and ITIL frameworks

- 3 years of experience with technical writing and documentation, including Functional Requirement Documents (FRD) and Standard Operating Procedures (SOPs)

Preferred:

- Experience integrating ServiceNow with technical solutions such as Dynatrace, Jira, or Tenable

- Experience with additional modules like Enterprise Architecture (EA), Security Operations (SecOps), Software Asset Management (SAM), or Hardware Asset Management (HAM)

- Strong understanding or experience working within ITIL v3 or v4 frameworks

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.