ITSM ServiceNow Business Analyst

  • Full Time
  • Remote

Website SAIC

Job ID 2404676-FLEXWORK-TX


Date Posted 2024-03-28

Category Information Technology

Subcategory Bus Proc Analyst

Schedule Full-time

Shift Day Job

Travel Yes, 10 % of the Time

Minimum Clearance Required None

Clearance Level Must Be Able to Obtain Public Trust

Potential for Remote Work No


SAIC is seeking an experienced IT Service Management/Senior Business Analyst to support a managed services engagement for a major Public Sector account. The selected candidate will be responsible for Change and Incident Management processes as well as Service Level reporting. The BA/ITSM analyst will collaborate with technical staff, business owners, infrastructure partners, service delivery managers, and other stakeholders to coordinate stability of service for our client.
• Candidate must be willing to support west coast working hours, per client needs.

Duties & Responsibilities
• Perform day-to-day management of the change management process in ServiceNow, for example reviewing change requests with internal teams, ensuring changes have sufficient resources assigned and are complete, and reviewing planned changes with the client
• Manage the weekly CAB Review meetings
• Perform day-to-day management of the incident management process. Ensure teams are following up on their ticket queues and meeting service levels. Manage the incident management review call with internal teams
• Provide analysis, guidance and measurement of our infrastructure and technology providers’ performance against committed service levels.
• Collaborate with key stakeholders and program teams in compiling, analyzing and interpreting data
• Review and maintain ITSM Process and Operating Procedures
• Review policy, processes, procedures, and work instructions to identify and implement improvements
• Participate in defining, planning and justifying initiatives to develop/implement automated and non-automated components of new or changed processes
• Understand the relationships, dependencies and impact of neighboring business functions
• Responsible for building and maintaining internal and client relationships that can be leveraged to support the achievement of business objectives.
• Works independently or as a project team member. Works on small to large, complex issues that require increased skill in multiple environments and knowledge of one or more specific products (Microsoft Sharepoint, ServiceNow, Excel)
• Provide administration support of internal Microsoft SharePoint sites
• Develop / manage ad hoc ITSM reporting requests


• Bachelor’s Degree in Computer Science, Information Systems or other related field
• 5 years of IT experience in development and/or support functions in an ITIL delivery model
• 5+ years hands-on experience in ServiceNow

Required Experience/Skills
• Exceptional analytical and problem-solving skills
• Ability to work independently in a remote environment
• Solid understanding of ITSM and industry best practices
• Ability to establish a solid working relationship with Service Delivery Managers, IT Technical Subject Matter Experts, technical staff and business leaders
• Working knowledge of several ITIL processes including Configuration Management, Incident Management, and Change Management
• Ability to make recommendations for changes and improvements to tools and processes.
• Proficient skills in Microsoft Office products including MS Excel and Powerpoint
• Excellent written and oral communication skills.
• Demonstrated ability to facilitate and lead virtual meetings
• Must be able to pass the California Department of Justice and FBI background check process

Preferred Experience/Certifications
• ITIL V4 Foundation Certification

Target salary range $75,001 – $85,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.