Role: ServiceNow Business Analyst

Client: State of New Jersey – DOL

Job ID: 760399

Location: Trenton, NJ

Duration: 1+ years

Interview mode: Phone and In-person

Job Description

Need App Technical Specialist functioning as a Technical Business Analyst to work with DOL to identify and document existing paper-based workflows that can be streamlined and automated in the ServiceNOW system. Must have workflow / config experience.

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) – 2 years
• Experience in automating workflows in a Service Management application – 2 years
• Strong technical problem-solving skills experience – 2 years
• Experience communicating complex concepts to technical and non-technical stakeholders – 2 years
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