ServiceNow Business Analyst[Hybrid]

2 weeks ago

West Sacramento, United States SmartIPlace Full time
Job DescriptionJob Description

We need a local candidate, state experience is preferred.

Position: ServiceNow Business Analyst

Location: West Sacramento, CA (Hybrid)

Visa: USC/GC/GC-EAD/OPT-EAD/H4-EAD (need genuine visa candidate only)

Interview Type: Video

Duration: 24 Months (Extension Possible)

Note: Hybrid Position preferred local ServiceNow BA candidates with State client experience and CBAP Certification is must.

Description:

The proposed project person selected as a result of this RFO will be under the direction of the CalSTRS Business Analysis & Prototyping Team Supervisor or designee and may be assigned one or more teams/programs/projects during the services period.

QUALIFICATIONS REQUIREMENTS:

  • CalSTRS seeks to implement a new IT Service Management (ITSM) and IT Asset Management (ITAM) system (a new tool, streamlined processes, related roles and responsibilities, and a post-implementation support/maintenance plan) to replace the ITSM/ITAM system currently in place. This implementation effort will utilize a prioritized phased approach. CalSTRS ITSM/ITAM implementation project goals include:
  • Leverage industry-standard functionality and features of the new system.
  • Follow best-practice procedures and processes for IT service management to align to CalSTRS goals ITIL.
  • Ability to easily scale, enhance, and configure Technology Services' workflows to match the growing future demands of the business (easier updates/upgrades/configurations to the system when needed compared to the current system).
  • Create an improved customer experience for users of the system no matter the role.
  • Automate as many processes and services as possible.
  • Provide self-services to the users to facilitate timely and efficient services.
  • The selected Business Analyst will be part of the CalSTRS ITSM/ITAM Implementation Project Team. This experienced Business Analyst will:
  • Facilitate collaborative workshops and interviews with key stakeholders to gather and document comprehensive business requirements, ensuring alignment with organizational goals and objectives.
  • Conduct in-depth analysis of existing processes and workflows, identifying pain points, bottlenecks, and areas for improvement.
  • Identify critical workflows and ensure the workflows fit within the normal configuration and features of ServiceNow.
  • Lead prioritization of workflows as needed for the effort's prioritized phased approach.
  • Lead and develop detailed process maps, flowcharts, use cases, user stories, customer journeys, and other visual aids to illustrate current and future state process designs, fostering a clear understanding among stakeholders.
  • Collaborate closely with the ITSM/ITAM tool vendor to configure solutions that meet the organization's unique requirements, ensuring seamless integration with existing systems and workflows.
  • Provide expert guidance and recommendations on industry best practices, and standards related to ITSM and ITAM domains, leveraging previous implementation experience and lessons learned.
  • Serve as a liaison between business stakeholders, IT teams, and implementation vendor throughout the project lifecycle, facilitating effective communication, collaboration, and decision-making.
  • Provide assistance with post implementation validation.

Minimum Technical Qualifications

The proposed project person must have the following listed experience, knowledge, skills and abilities, as evidenced by Attachment II, Proposed Project Person Skill Summary Sheet and resume:

1. At least five (5) years of experience within the last ten (10) years working as a Business Analyst with large organizations, leading or participating in the technical implementation of ITSM and ITAM solutions such as ServiceNow automating complex business processes, performing all the following activities:

a. Creating and maintaining requirement management plan

b. Assessment of analysis scope and tasks

c. Planning business analysis tasks

d. Facilitating joint application design (JAD) and/or collaborative design sessions

e. Elicitation, definitions and documentation of various business, user, and system requirements

f. Analysis for business process improvement, application design and workflow automation

g. Modeling and documenting new functional requirements; use case development.

h. Leading and working within cross-functional teams that include business subject matter experts, application architects, developers, and testers

Work closely with the ServiceNow implementation vendor team

2. At least seven (7) years of experience within the last ten (10) years producing business analysis deliverables shown in the following list: (CalSTRS may request deliverable related work samples during Phase 4, Interviews, of the Comparison Process)

a. Business requirements, business rules, and business process model

b. Use cases, functional requirements and/or functional specifications

c. Non-functional requirements

d. Stakeholder requests

e. Procurement documentation

f. Transition plans and/or implementation requirements

g. Traceability matrices

3. At least three (3) years of experience using Rational Requisite Pro, HP ALM, Jama Software, or other requirement gathering tool to document functional and non-functional requirements, design specifications and provide full traceability for projects.

Desirable Technical Qualifications

1. Experience as a Business Analyst with the State or Federal government.

2. Experience as a Business Analyst leading or participating in the technical implementation of ITSM and ITAM solutions, such as ServiceNow, including, but not limited to the following areas of focus:

a. Incident Management

b. Change Management

c. Problem Management

d. Configuration Management

e. Hardware Asset Management

f. Software Asset Management

g. Cloud SaaS Cost Management

h. Request Management Service Catalog

i. End User Experience

j. Service Portfolio

k. Asset Discovery

l. Service Level Management

3. IIBA Certified Business Analysis Professional (CBAP or CCBA). CalSTRS may request a copy of Certification.

4. Experience in Agile project management methodology or Scaled Agile Framework.

5. Experience in the ITIL Framework.

6. Bachelor's degree in computer science, Computer Engineering, Management Information Systems or related fields from an accredited or government-sanctioned college/university. CalSTRS may request a copy of degree.

7. The proposed project person will be able to adhere to the hybrid working model by working on-site 2-3 days per week at CalSTRS Headquarters, West Sacramento, CA. If no, provide a short explanation.

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