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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in translating IT, HR, and business needs into ServiceNow requirements, with strong capabilities in Agile methodologies, user research, and functional specification development. Proficient in managing backlogs, facilitating sprint activities, and applying human-centered design principles.
Highest-signal resume keywords
ServiceNow Platform AdministrationAgile/Scrum MethodologiesBusiness Requirements CreationUser Acceptance TestingFunctional Specifications Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business Systems AnalysisServiceNow Modules (CSM, ITSM, HRSD, SPM, CMDB)Business RulesClient ScriptsUI PoliciesWorkflowsFlow DesignerDashboardsProcess FlowsTest Scenarios
Soft Skills
User ResearchChange ManagementTraining DevelopmentCommunication
Tools & Technologies
ServiceNow Support PortalAgile Tools
Certifications & Qualifications
Bachelor's Degree in Information Technology or Related FieldDOJ Public Trust Eligibility
Industry Keywords
SDLCCustomer ExperienceStakeholder EngagementAcceptance TestingKnowledge Management
Tech Stack
Tools & technologiesITSMSDLCServiceNow
About the role
Key responsibilities & impact- Support a federal client by translating IT, HR, and business needs into ServiceNow requirements
- Lead requirements, user research, acceptance testing, training, and change activities on a nine-person Agile team
- Gather, document, and validate requirements with OJP stakeholders across HRSD, CSM, ITSM, SPM, and scoped business applications
- Translate business needs into epics, features, and user stories with testable acceptance criteria
- Model current-state and future-state business processes and recommend out-of-the-box ServiceNow solutions
- Write functional specifications, process flows, and test scenarios
- Manage and refine the backlog; facilitate sprint planning, story refinement, and sprint reviews
- Apply human-centered design through customer research, usability testing, and feedback loops
- Plan and support user acceptance testing and customer demonstrations
- Develop training, user guides, change communications, and related Knowledge articles for each release
- Track report and dashboard requests, Customer Response Center service levels, and customer experience measures
- Research known issues and work ServiceNow Support cases through resolution
- Perform other duties as assigned
Requirements
What you’ll need- 5+ years of business systems analyst experience, or 3+ years of ServiceNow platform administration experience
- Experience with at least three of the following ServiceNow modules: CSM, ITSM, HRSD, SPM, CMDB
- Strong functional understanding of the ServiceNow platform, including business rules, client scripts, UI policies, email notifications and inbound/outbound email, data loads, Service Catalog items, workflows and Flow Designer, dashboards, and user, role, and group administration
- Experience using the ServiceNow Support Portal to research known issues and manage support cases through resolution
- Experience creating business requirements, user stories, process flows, functional specifications, and test scenarios
- Strong knowledge of Agile/Scrum and the SDLC
- U.S. citizenship
- Ability to obtain and maintain a DOJ Public Trust (moderate risk background investigation)
- Must be able to pass a company background check
- Bachelor's degree in information technology, business, or related field
Benefits
Comp & perks- Equal Opportunity Employer
- Reasonable accommodations for individuals with disabilities