ServiceNow/ITSM Team Member (685201)
About the Opportunity
- We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
- We are only considering local candidates who currently reside within 45 minutes of postal code 17110
- No Third Party Agencies
- $55 per hour 1099, $46 per hour W2 + benefits
- 3 days Work From Home, 2 days On-site in Harrisburg, PA
- Job Id: OST-685201
- Must be able to provide proof of COVID-19 vaccination plus booster shot
- Contract Term: Till end of the 2022 fiscal year with yearly extension based upon performance
Short Description
The Commonwealth of Pennsylvania’s Office of Administration Office for Information Technology (OA/OIT) is seeking a ServiceNow/ITSM Team Member to independently perform high-level administrative work related to IT Service Management and ITIL Methodologies.
Required Skills/Years of Experience
- High School Diploma or GED
- ITIL V4 Foundation Certification
- 4+ years of experience with business, technical, or integration consulting
- 3+ years of experience with excellent communication and interpersonal skills
Desired Skills/Years of Experience:
- Bachelor’s degree in IT or related field or equivalent experience
- 1+ year of experience with business analysis/design
Complete Description
The Commonwealth of Pennsylvania’s Office of Administration Office for Information Technology (OA/OIT) is seeking a ServiceNow/ITSM Team Member to independently perform high-level administrative work related to IT Service Management and ITIL Methodologies.
The ServiceNow/ITSM Team Member will be tasked to:
- Work as a liaison among stakeholders to understand the structure, policies, and operations
- Recommend solutions that support the organization's goals
- Define and document customer business functions and processes
- Analyze and develop requirements for new systems and enhance existing systems
- Ensure the system design meets the enterprise needs
- Track and document functional and business specifications
- Write detailed procedures for permanent records and training purposes
- Identify opportunities for improving business processes
- Assist in the preparation of proposals to develop new systems and/or operational changes
- Coordinate business process reengineering/improvement projects
- Research and prepare statistical reports
- Consolidate information for use in management decision-making
- Provide system integration testing, user acceptance testing, and testing of new system functionality
- Provide technical assistance in training
- Review design and technical requirements for business and functional requirements
- Ensure customer goals and requirements are met
- Escalate issues to management as appropriate
- Develop standard documentation, layouts, templates, and terminology
- Ensure all documentation follows standards
- Recommend decisions to process changes, process team, and SME input
- Recommend decisions on technology alignment with the process
- Work independently and as a team member
- Apply excellent verbal and written communication skills
- Interact with executives, various levels of management, Agency IT Managers, and CIOs
- Apply knowledge of Windows and MS Office suite products
- Build detailed diagrams with Visio for organization and process relationships
- Proofread documents accurately, using proper spelling, punctuation, and grammar
- Organize and present process-related information
- Read and interpret IT Service Management materials
Hiring Expectations
- We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
- No Third Parties
- Right to Represent authorization is required
- Expect technical interview screening
- Expect F2F interview
- Background check and/or credit check will be required