ServiceNow Business Process Analyst

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Title: ServiceNow Business Process Analyst

Location: 100% Remote (Eastern Time Zone)

Type: Contract

Rate: $62 per hour

Education: HS, JC, College Bachelors

MUST HAVE: ServiceNow BA experience

Service Request Process Analyst/BA (ServiceNow)

Review and document current state of IT request management for acquired facility to include both front end and back end processes.
Work with Service Catalog/Request Process Owner and Manager to recommend approach for converting current request management process to enterprise process and tool.
Determine if new service request forms need to be created.
Gather and document service requests requirements for new and transitioning existing requests to enterprise requests.
Ensuring that service request requirements align to the clients service request design guiding principles.
Determine appropriate catalog and categorization to place service request.
Obtain signoff of service request design.
Document work in Service Now Agile application.
Report on progress, risks, issues, etc.
Test service request forms and coordinate testing by SMEs.
Assist with communications relative to service request changes, adds, etc.
Assist with education of newly acquired IT support teams on the enterprise request management process and tool.
Revise/create handouts to assist both fulfillers of IT service requests and general caregivers who place the requests.

Lack of appropriate resources in this area impacts existing service request modifications and creation of new service requests to maintain our services and to support other IT projects. The build out and maintenance of service requests is a critical success factor in extending best practices and tools in service management to the enterprise, optimizing IT service request fulfillment and integrating IT services for mergers and acquisitions

ServiceNow, ITSM, ITBM, Outlook, MS Teams, MS Office, Share Point

1. Service Design

2. Request Fulfillment Workflow

3. Testing Experience

4. Service Catalog Delivery

5. IT Service Management-Intermediate Level – Knowledge of ServiceNow within this area

Work Hours: M-F 8:00 – 5:00 Eastern Time

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