ServiceNow Catalog Practice Lead

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $105.7k - $163.5k / year

⏰ Full Time

🟠 Senior

🔧 ServiceNow

👻 Ghost score 2%

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Empower AI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🎖️ Defense

🏥 Healthcare

📦 Logistics

Defense • Healthcare • Logistics

Empower AI, formerly known as NCI, is a company that enhances the capabilities of public sector teams through advanced artificial intelligence solutions. With a focus on federal agencies, Empower AI leverages its extensive technical expertise to address complex challenges in both Civilian and Defense missions, enabling government leaders to boost workforce productivity and make informed decisions quickly. The company's offerings encompass a range of specialties, including AI, cybersecurity, software development, and cloud migration, aimed at facilitating meaningful transformation within government operations.

📋 Description

• Direct ServiceNow ITSM platform development for a Department of War agency supported by an enterprise IT Customer Support Services program • Direct delivery of new applications, modules, and enhancements according to the Government-prioritized backlog • Direct the ITSM Platform Support and Application Development Team to continuously improve and manage the ServiceNow Catalog • Direct the development team, write user stories and acceptance criteria, and support User Acceptance Testing • Elicit, document, and define requirements from internal and external customers • Analyze current business processes and perform gap analyses • Identify solution alternatives and prepare documentation and briefing materials for Government stakeholders • Communicate and collaborate with customers to produce system requirements specifications, use cases, and user stories with acceptance criteria • Conduct market research on industry trends and emerging technologies • Develop and maintain a user-friendly Service Catalog and support CMDB accuracy on the ITSM platform • Prepare briefing materials, metrics, and reports for Program Management Reviews, agency governance boards, and technical forums • Support backlog refinement, sprint planning, sprint demonstrations, User Acceptance Testing, and stakeholder acceptance • Support integration efforts and assist in drafting user communications and training materials • Track Catalog project status and provide summaries for the Monthly Customer Support Activity Report • Maintain requirements traceability and analysis documentation • Independently analyze situations, determine appropriate actions, and exercise discretion and independent judgment on significant program matters

🎯 Requirements

• Bachelor's degree and a minimum of 4 years of related experience (an additional 4 years of related experience may be substituted for the degree) • Must be a U.S. Citizen • Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start • Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting • Minimum of 3 years of experience as a business analyst, systems analyst, or requirements analyst on IT projects • Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision • Demonstrated experience eliciting and documenting requirements, developing process maps and gap analyses, and preparing alternatives analyses or business cases • Experience writing user stories and acceptance criteria and supporting UAT in an Agile environment • Proficiency with Microsoft Office (Word, Excel, PowerPoint, Visio) and collaboration tools; ability to produce polished briefing materials • Strong analytical, facilitation, written, and verbal communication skills • Ability to work with technical and non-technical stakeholders at all levels • Desired: IIBA CBAP/CCBA or ECBA, PMI-PBA, Certified Scrum Product Owner, or ITIL 4 Foundation • Desired: Experience with ServiceNow or another enterprise ITSM platform • Desired: Experience supporting Department of War, DoD, or other Federal IT governance and capability request processes • Desired: Experience conducting market research and preparing Rough Orders of Magnitude or cost-benefit analyses • Desired: Familiarity with customer experience measurement, including CSAT, Customer Effort Score, and XLAs • Desired: Familiarity with Power BI and data analysis • Ability to perform the listed physical requirements, including prolonged sitting and standing, ambulation, stooping/kneeling/crouching/crawling, and repeatedly lifting and carrying up to 25 pounds • Ability to travel by land or air transportation 20%

🏖️ Benefits

• Military Friendly Employer recognition and commitment to hiring and supporting active-duty and veteran employees • Total compensation package • Remote work arrangement • Up to 20% travel involved