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Title: ServiceNow ITSM BA
Location: Madison, WI
Contract
Position Overview
• The candidate will assist in:
• Initial implementation activities
• Service request configuration
• Transition into SAM (Software Asset Management) and HAM (Hardware Asset Management) support phases
Key Responsibilities
Service Request Development
• Collaborate with business stakeholders to gather requirements
• Design, build, and test automated service requests
• Develop workflows within the ServiceNow Service Catalog
ITSM Implementation
• Configure ITSM modules:
• Incident
• Problem
• Change
• Request
• Ensure all changes comply with governance workflows
Platform Support
• Provide ongoing support and maintenance for ServiceNow modules
• Ensure system performance meets service delivery standards
Process Design & Documentation
• Create and maintain:
• System configuration documentation
• Process flows
• User guides
• Ensure long-term platform sustainability
Top Required Skills (3+ Years Each)
• ServiceNow Implementation & Configuration
• ITSM modules configuration
• Service Catalog development
• Workflow design using Flow Designer
• Business Analysis & Requirement Gathering
• Translate business needs into technical specifications
• Manage lifecycle from discovery to UAT
• ITSM Process Knowledge
• Strong understanding of ITIL frameworks
• Experience in enterprise/government environments
• Technical Writing & Documentation
• Functional Requirement Documents (FRDs)
• Standard Operating Procedures (SOPs)
Nice-to-Have Skills
• Experience with third-party integrations:
• Dynatrace
• Jira
• Tenable
• Exposure to advanced ServiceNow modules:
• Enterprise Architecture (EA)
• Security Operations (SecOps)
• Software Asset Management (SAM)
• Hardware Asset Management (HAM)
• Strong knowledge of ITIL v3 or v4, especially:
• Incident Management
• Change Management
• Request Management
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