Business Analyst

Novalink Solutions LLC • Madison, WI

6d • Remote

About The Position

The DWD Bureau of Information Technology Services (BITS) requests to procure a Business
Analyst/Consultant IV contractor using the IT Vendor Managed Services Contract # 505ENT-M21-
SERVICESIT-01. This request is essential to meet the workload demands of the ServiceNow
implementation and ensure the department remains on schedule with critical project timelines.
While BITS has a full-time ServiceNow Administrator, the current project volume exceeds our internal
capacity. This contractor will work alongside our staff to complete initial service requests and
configuration for the implementation. As the project progresses into the Software Asset Management
(SAM) and Hardware Asset Management (HAM) phases, this resource will shift to providing maintenance
and support. This additional capacity allows BITS to implement business process improvements and
increase self-service options without delaying the rollout of new features.
Securing this resource ensures that the platform remains stable and well-supported as we expand its
capabilities. DWD is currently allowing remote work from any of the contiguous states of the United
States. The contractor will be required to be available online, be present to meet all workload
requirements, and must be available to attend all scheduled meetings during DWD standard working
hours of 7:45 am – 4:30 pm Central Time. DWD can make changes or modifications to this arrangement
with reasonable advance notice.
Hardware/Software Environment
ServiceNow ITSM

Requirements

• 3 years' experience configuring ServiceNow ITSM modules, building Service Catalog items, and designing workflows using Flow Designer
• 3 years' experience translating non-technical business needs into detailed technical specifications and managing the lifecycle from discovery through UAT
• 3 years' experience with ITSM and ITIL frameworks
• 3 years of experience with technical writing and documentation, including Functional Requirement Documents (FRD) and Standard Operating Procedures (SOPs)

Nice To Haves

• Experience integrating ServiceNow with technical solutions such as Dynatrace, Jira, or Tenable
• Experience with additional modules like Enterprise Architecture (EA), Security Operations (SecOps), Software Asset Management (SAM), or Hardware Asset Management (HAM)
• Strong understanding or experience working within ITIL v3 or v4 frameworks

Responsibilities

• Service Request Development: Collaborate with business stakeholders to gather requirements; design, build, and test automated service requests and workflows within the ServiceNow Service Catalog.
• ITSM Implementation: Lead the functional configuration of ITSM modules (Incident, Problem, Change, and Request), ensuring all system changes follow authorized governance workflows.
• Platform Support: Provide expert-level support and maintenance for implemented modules, ensuring system performance aligns with agency service delivery standards.
• Process Design & Documentation: Develop and maintain comprehensive documentation for system configurations, process flows, and user guides to ensure long-term platform sustainability.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees