Service Now Functional Business Analyst (Application Support Senior)

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it’s at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose.

Position Overview:

This position will focus on supporting the ServiceNow Request Management (Catalog – Self Service Portal) and Knowledge modules.

The Application Support Senior will demonstrate excellent analysis of technical processes and functionality to deliver value in Service Catalog and Knowledge Management areas for Operational support, technical best practice design and development of approved requirements, and technical support of the ServiceNow platform Catalog and KM modules. The role involves conducting stakeholder working sessions, requirements gathering and refinement, creating and maintaining catalog items, self-service portal, managing workflows for requests, ensuring service delivery aligns with SLAs, and often includes reporting and analytics.

Our Impact:

Our team delivers value to our customers by providing solution analysis and execution of platform support to align with Freddie Mac organizational objectives. This role involves stakeholder working sessions, requirements gathering and refinement, creating and maintaining catalog items, self-service portal, managing workflows for requests, ensuring service delivery aligns with SLAs, and often includes reporting

Your Impact:

This role will require a strong knowledge and hands-on experience analyzing, and designing incoming requests of the IT Service Management Modules and Automation Workflows (This role also requires a strong knowledge of the Service Now platform Service Request module and Knowledge Module as well as back-end experience managing and updating UI parameters on self-service Portal.

Governance and Collaboration:

Work with customers, development and platform team leads and stakeholders to understand requirements and translate them into technical solutions.

Development and Configuration:

Design, develop, and implement ServiceNow intakes for catalog, services, knowledge articles and design workflows, including UI/UX, reports, and dashboards following governance and single ticket / outcome-based standards

Customization:

Customize the ServiceNow platform to meet approved business requirements and optimize user experience under defined standards.

Testing and Support:

Conduct testing, troubleshoot issues, and provide support to users of ServiceNow applications.

Adaptability: Willingness to adapt to changing business and technical priorities.

Qualifications:

• 5+ years of fast-paced IT service management environment, understanding of intake request process lifecycle

• Experience with leading requirements sessions, understanding inputs and outputs, best practices of parameters for the SN platform

• Strong knowledge of ITIL and ITSM concepts such as Service request management (Catalog) and Knowledge Management Change Management, Configuration Management/CMDB

• Possessing a Bachelor's of Science in Computer Science, Computer Engineering or related field is required.

• Knowledge of ITIL Framework including Request management (Service Catalog) Change, Knowledge Management & CMDB processes, solid understanding of architectural and infrastructure environments and technical writing and documentation.

• Extensive experience in Requirement Gathering SIPOC sessions, Process/Data Flow Designs, Technical Spec design, Business Analysis, translating business requirements to technical requirements, Defining Project Objectives, Feasibility Analysis, Excellent communication and

• analytical skills.

• ITIL and / or SAFe Agile certifications, ServiceNow Certified Systems Administrator (CSA), or other ServiceNow certifications are preferred.

Keys to Success in this Role:

• Excellent presentation and communication skills to varied audiences including senior management

• Ability to drive the conversation and gain support for the team.

• Managing medium to large projects

Current Freddie Mac employees please apply through the internal career site.

We consider all applicants for all positions without regard to gender, race, color, religion, national origin, age, marital status, veteran status, sexual orientation, gender identity/expression, physical and mental disability, pregnancy, ethnicity, genetic information or any other protected categories under applicable federal, state or local laws. We will ensure that ind