Application Technical Specialist - Service Now

Job Title : Application Technical Specialist - Service Now

Job ID : 25-05711

Location : Trenton, NJ (Hybrid)

Duration : 11 months of contract

Looking for an Application Technical Specialist functioning as a Technical Business Analyst to work with client staff to identify and document existing paper-based workflows that can be streamlined and automated in the ServiceNow system. The resource will also be responsible for identifying reports, SLAs, and KPIs.

Position is hybrid, requiring on-site work 2-3 days per week. The agency can be flexible with on-site work down the line.

There is a strong likelihood of an extension.

Excellent effective communication skills, including listening, written, and verbal, are required.

Background : Currently, the Client is using BMC Footprints for Help Desk and service request tickets but needs to expand the tool's use to automate many existing workflows. Most workflows are paper-based, and those that are not managed via email.

Need : The resource is required to :

Meet with various parties involved in each process to document current activities.

Assess and determine if these activities can be streamlined.

Gain consensus on the streamlined approach and build these processes into ServiceNow. Identify reports, SLAs, and KPIs to measure performance and timeliness.

Possess an understanding of available business rules, triggers, criteria, and actions to construct these workflows' automation effectively.

Knowledge and Years of Experience

ITIL / Service Management 2 years

ServiceNow, FootPrints, or other ITSM tools experience 2 years

Knowledge of the available types of rules and the triggers, criteria, and actions that are used to construct automation of the standard, repetitive actions that occur in a business environment 2 years

REQUIRED SKILLS and Years of Experience

Overall technical business analyst experience 7 years

Experience with Service Management (ServiceNow preferred or similar IT Service Management tools) 2 years

Experience in automating workflows in a Service Management application 2 years

Strong technical problem-solving skills experience 2 years

Experience communicating complex concepts to technical and non-technical stakeholders &ndash