Overview
On Site
Contract - W2
Contract - 7 month(s)
Skills
ServiceNow
Job Details
Need App Technical Specialist functioning as a Technical Business Analyst to work to identify and document existing paper-based workflows that can be streamlined and automated in the ServiceNOW system. Must have workflow / config experience.
Currently, the 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. 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.
Looking for an Application Technical Specialist functioning as a Technical Business Analyst to work with the 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.
Need:
- 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
- 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
Required/Desired Skills | Skill | Required /Desired | Amount | of Experience | Candidate Experience ( in Years) |
|---|---|---|---|---|
| Overall technical business analyst experience | Required | 7 | Years | |
| Workflow Configuration using ServiceNow | Required | 3 | Years | |
| Experience in automating workflows in a Service Management application | Required | 3 | Years | |
| Knowledge of ServiceNOW to automate workflow management | Required | 3 | Years | |
| Experience with Service Management (ServiceNOW preferred or similar IT Service Management tools) | Required | 3 | Years | |
| Strong technical problem-solving skills experience | Required | 3 | Years | |
| ITIL/Service Management | Desired | 3 | Years | |
| Experience communicating complex concepts to technical and non-technical stakeholders | Required | 3 | Years | |
| Process improvement experience | Desired | 3 | Years | |
| Ability to identify value-added steps and eliminate non-value-added steps in workflows | Desired | 3 | Years | |
| Experience identifying and establishing KPIs and reports | Desired | 3 | Years | |
| Bachelor's Degree | Required | 0 |
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