ServiceNow Administrator/Business Analyst

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

DMI, LLC is seeking a ServiceNow Administrator/Business Analyst to join our Managed Services team. This position is responsible for orchestrating solutions for technology-based challenges, anticipate and foresee future issues, by translating our customer's IT needs and future goals into a methodical plan. This will include integrating advanced technology and modernizing legacy systems. The ideal candidate will provide mentoring for a set of developers to make sure that best practices are being followed. The candidate will also perform day-to-day administration, configuration and ongoing maintenance of the ServiceNow platform supporting key ITIL processes like Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, Employee Self Service and other service modules

The ideal candidate will also be responsible for responding to any business demand engagement for the ServiceNow platform. Serves as a liaison between the customer, both internal and external, and the ServiceNow development team working directly with the stakeholders of the ServiceNow platform providing expert business process analysis and advice to stakeholders.

The position will also maintain the stability and usability of the ServiceNow platform by performing application maintenance, managing support for incidents related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. This candidate should also have experience in business systems analysis and have experience working in a fast-paced environment with a working knowledge of ITIL, Agile and DevOps methodologies.

Duties and Responsibilities:

Experience with providing architect solutions for customer requirements.
• Experience with ServiceNOW development, including core ITSM tables, CSM, Playbook, Workspaces, scripting, business rules, and client scripts,.
• Perform day to day administration of the ServiceNow system, including making approved changes to process and workflows in ITSM, SecOps or SAM modules.
• Perform ServiceNow implementation tasks including but not limited to: configuration, integration, and testing.
• Facilitate and support development and testing phases
• Designs and prepares technical specifications, project documentation, work flow analysis to meet system and project needs in accordance with ITIL & ServiceNow standards.
• Communicate ServiceNow process, operations and capability information to all levels of management and the business.
• Work with business & IT users to identify and refine business requirements and workflows, as well as determine where ServiceNow can fit into business processes to improve services
• Activate plugins, work with UI & data policies, business rules, access control levels, alerts & notifications, import & update sets.
• Create ServiceNow reports, dashboards & homepages. Utilize Performance Analytics to collect historical data.
• Communicate process changes, enhancements, and modifications - verbally or through written documentation - to management, staff, and other employees so that issues are well understood as they are resolved
• Performs routine maintenance to include performance monitoring, error identification, remediation, instance cloning, new release and platform upgrades and instance clones.
• Develops a solid understanding of customer requirements, applies industry best practices and knowledge of ServiceNow to design an optimal solution that supports the business process that meets functional requirements.
• Interface with the customer representatives to collect and document current client processes.
• Remains current on system tools/methodologies. Participates in in-services and educational programs for professional development. Transfers knowledge to staff and makes recommendations for team/Analyst training programs to manager, in accordance with department budget and strategic plan.
• Assists with the creation of reference documents and guides for end users, as needed.

Education and Years of Experience:

• Bachelors Degree and 4 years in Information Technology OR Technical Certification and/or College Courses and 6 year Information Technology experience OR 8 years Information Technology experience, with 2 years in ITIL Process role.

Required and Desired Skills/Certifications:

• Certified ServiceNow Administrator
• Experience working with Playbooks
• Experience with working in CSM
• Experience gathering and documenting customer requirements and distilling into technical design and testing.
• Extensive experience managing expectations with cross-functional process owners
• Strategic planning and delivery capabilities
• Experience managing Application release management lifecycle and roadmap
• ITIL v3 or v4 foundational knowledge

Additional Requirements:

• Oral & written communication.
• Problem solving / analytical skills, tools and techniques.
• Process engineering and re-design.
• Teamwork and collaboration.
• Adaptability / ability to manage change.
• Problem solving / analytical thinking with a results oriented focus.
• Conflict management.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Remote, United States