ServiceNow Business Analyst

Company Description

Arthur Grand Technologies (www.arthurgrand.com) is in the business of providing staffing and technology consulting services. We have doubled our revenue year over year for the past 5 years. This speaks to the long-lasting relationship and customer satisfaction that we have built in this short span of time. Our company is managed by a team of professionals who worked for big 5 consulting firms for 20+ years. 

We are a minority owned staff augmentation and technology consulting company
To keep our valued employees, we need to keep them engaged in challenging, interesting work, offer market-relevant benefits and provide continued opportunities for professional growth.

Job Description

Position Title: ServiceNow Analyst
Remote Opportunity

Position Description:

Essential Functions and Job Responsibilities

• As a ServiceNow Analyst, you will support the implementation of a ServiceNow integration plan, to include incent and request fulfillment analysis in support of Service Portal design and development. The ServiceNow instance will be utilized by over 14,000 users to fulfill the agency’s mission to promote energy independence, progress scientific research, and protect the nation through nuclear security Duties and responsibilities will include, but are not limited to: 
  Review current processes with a focus on simplification and clarity to ensure they align to current business objectives.
• Perform incident and service request process analysis to identify patterns of business activity in support of service catalog/service portal development.
• Collaborate with multiple internal and external stakeholders to design a service portal that support request fulfillment and incident management.
• Participate in strategic initiatives that impact the tactical solutions for customer support leveraging the ITSM platform with a focus on effective processes and adding value (increasing efficiency, reducing cost, etc.)
• Identify improvement opportunities when interacting with current systems and customers, being mindful of best practices, quality, and service to ensure operations stay in-line with growing and evolving business needs.
• Wriimplementte system testing on production changes to ensure accuracy of processing prior to implementing changes in production environment.
• Audit current ITSM operations (e.g., incident management, problem management, service requests) and identify gaps.

Minimum Requirements:

• BA/BS (CS, Business Administration, Management, Accounting, or other related discipline) with at least 5 years of experience; w/o degree 6-8yrs relevant experience
• Good team player, able to manage multiple assignments, and adapt to changing client needs.
• ITIL v3 or v4 certification
• 3+ years’ experience with ServiceNow for reporting/analysis, incident management, problem management, and service request management (ITSM modules)
• Outstanding verbal and written communication skills with the ability to exhibit patience and promote a positive end-user experience.
• Must be able to obtain and maintain a Clearance and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting.

Desired Qualifications:

• Certified ServiceNow Administrator certification

Additional Information

All your information will be kept confidential according to EEO guidelines.