NJDOL Business Systems Consultant 4 - Service Now

Title : Business Analyst - Service Now

Location : Trenton, NJ 08625

Contract Duration : 3 months contract with possible extension

Looking for a Business Analyst to work with the client's Staff to identify and document existing paper-based workflows that can be stream-lined and automated in the Service Now system.

Resource will also identify reports / SLAs and KPIs.

Note : Position is Hybrid requiring work On-Site 2-3 days / wk. Agency can be flexible with On-Site work down the line. Most likely there will be an extension.

Excellent Effective communication skills, listening, written and verbal Required

Currently, the Client is using BMC FootPrints (but moving to Service Now) for Help Desk and service request tickets but have a need to expand the use of the tool to automate many of the existing workflows.

Most of our workflows are paper-based, and those that are not, are done via e-mail.

Need :

Resource is needed to meet with the various parties in each process, document the current activities, see if these activities can be stream-lined, gain consensus on the stream-lined approach and build this process into Service Now.

Resource is needed to identify reports / SLAs and KPIs that come out of the box to measure the performance and timeliness of these activities.

Resource will need an understanding of the available types of business rules, triggers, criteria and actions used to construct the automation of these workflows.

KNOWLEDGE AND 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

DUTIES AND RESPONSIBILITIES

• To identify repetitive workflows that can be automated.
• Meet with the users in workflows and document the current activities, develop automated workflows for these processes.
• When needed, recommend improvements to existing processes to eliminate non-value-added steps.
• Knowledge Transfer to existing state staff so they can build these workflows in the future.

REQUIRED SKILLS

• Experience with Service Management (Service Now (preferred) similar IT Service Management Tools) - 2 years
• Strong technical problem-solving skills 2 years
• Effective communication skills, listening, written and verbal; ability to communicate complex concepts to technical and non-technical stakeholders
• Experience automating workflows in a Service Management application 2 years

DESIRED SKILLS

• Knowledge of Service Now Service to automate workflow management
• Process improvement
• Ability to identify value-added steps and eliminate non-value-added steps in workflows
• Identifying and establishing KPIs and reports

EDUCATION

Bachelor's Degree or equivalent certification

Please contact Prashant at 732-272-0330