Service Catalog Manager

General Dynamics Information Technology • Washington, DC

1d • $119,000 - $161,000 • Hybrid

About The Position

GDIT is seeking a Functional Analyst Sr to support the Department of State's consolidated IT services organization in transforming their ServiceNow environment. This role will focus on improving the service catalog platform to deliver exceptional support and service to their customer base. The ideal candidate will lead efforts to enhance ServiceNow functions, assess current and future states of the platform, document processes, and identify opportunities to capture workflows within ServiceNow. This position requires strong analytical, communication, and problem-solving skills, with a focus on data integrity and process improvement.

Requirements

• Bachelor of Arts/Bachelor of Science
• 5+ years of related experience
• Strong understanding of ServiceNow platform
• Basic understanding of SAFe practices
• Basic understanding of ITIL 4 practices
• Experience working in a SAFe environment
• Secret Clearance Level
• Strong communication skills.
• Ability to present updates to the customer
• Strong analytical skills.
• Ability to analyze various sources of data and validate data integrity
• Strong problem-solving skills.
• Ability to develop short-term and long-term solutions that would overall improve the Service Catalog
• US Citizenship Required

Nice To Haves

• Experience tracking process improvements iteratively using SAFe methodologies
• ITIL 4 Foundations certification
• ServiceNow System Administrator certification
• SAFe Agilest certification

Responsibilities

• Lead department effort to improve ServiceNow functions and capabilities in support of large IT tier 1 and 2 support organization.
• Perform continuous “as is” and future state “to be” assessment of client ServiceNow platform catalog items, document process flow charts and documentation, proposes, submits and tracks enhancements.
• Works across teams to identify new opportunities to capture workflows and move them onto ServiceNow platform.
• Identifies new requirements and improvements to existing processes and workflows.
• Develop stories and requirements that support enhancement requests.
• Coordinates and directs functional testing of enhancements.
• Support and contribute to the Agile Release Train by identifying and implementing ServiceNow improvements iteratively.
• Works with customers to provide accurate ServiceNow reporting.
• Support and collaborate heavily with Configuration Management to ensure ServiceNow processes are aligned with customer needs.
• Interprets, analyzes, and transforms data from various sources to ensure data integrity between systems.
• Support development of business cases based on high-level requirements and business objectives leveraging quantitative cost/benefit analysis methods to demonstrate business value and solution proposal viability to include cost of technical solutions that satisfy the requirements of IT investment requests.
• Assist in the definition of implementation plans by collaborating with project team members including project managers and other stakeholders and subject matter experts.
• Respond to technical questions and research requests from the customer CCS Director and division leads.
• Advise on process/application modernization initiatives and process improvement efforts.
• Coordinate “reach back” with technical subject matter experts (SME) within GDIT to obtain specific knowledge or expertise to address technical issues.
• Develop and review technical proposals.
• Writes and updates project documentation including procedures, presentations, and training materials.
• May serve as a mentor to less experienced analysts.
• May serve as team or task lead. (Not a people manager)
• Generates recommendations in the form of briefings, reports, and other major documents provided to senior level client personnel.

Benefits

• Full-flex work week
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Paid vacation and holidays
• Variety of medical plan options
• Dental plan options
• Vision plan
• 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
• Paid parental, military, bereavement and jury duty leave.
• Short and long-term disability benefits
• Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior