SERVICENOW CATALOG PRACTICE LEAD
About The Position
Empower AI is seeking a ServiceNow Catalog Practice Lead to direct development of the ServiceNow ITSM platform for a Department of War agency supported by an enterprise IT Customer Support Services program. The role is responsible for timely delivery of high-quality, secure, effective solutions that automate processes and improve the user experience. The lead directs delivery of new applications, modules, and enhancements against a Government-prioritized backlog using a Government-approved Agile framework, and leads the ITSM Platform Support and Application Development Team in continuously improving and managing the ServiceNow Catalog. The position also directs development activities, including writing user stories and acceptance criteria and supporting User Acceptance Testing. The lead elicits and documents requirements from internal and external customers, analyzes business processes, conducts gap analyses, evaluates solution alternatives, and prepares documentation and briefings for Government stakeholders. This is a salaried, FLSA-exempt position requiring independent analysis, discretion, and judgment on matters significant to the program and its customers. It is remote, with up to 20% travel.
Requirements
- Bachelor's degree and at least 4 years of related experience; an additional 4 years of related experience may substitute for the degree.
- Must be a U.S. citizen.
- Must have an active Secret Clearance, favorably adjudicated T3/T3R, at the start of employment.
- Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
- At least 3 years of experience as a business analyst, systems analyst, or requirements analyst on IT projects.
- Demonstrated ability to work independently, analyze problems, determine appropriate actions, and exercise discretion and independent judgment with limited day-to-day supervision.
- 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, and Visio) and collaboration tools, including the 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.
Nice To Haves
- IIBA CBAP/CCBA or ECBA, PMI-PBA, or Certified Scrum Product Owner certification; ITIL 4 Foundation.
- Experience with ServiceNow requirements for Service Catalog, workflows, and portal, or another enterprise ITSM platform.
- Experience supporting Department of War (DoW), DoD, or other Federal IT governance and capability request processes, including DoDI 5000.82 and DoDI 8115.02.
- Experience conducting market research and preparing Rough Orders of Magnitude (ROMs) or cost-benefit analyses.
- Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
- Familiarity with Power BI and data analysis to support requirements.
Responsibilities
- Communicate and collaborate with internal and external customers to elicit, analyze, and document requirements for new IT capabilities; produce draft system requirements specifications, use cases, and user stories with acceptance criteria.
- Analyze business processes, develop process maps, conduct gap analyses, and identify and evaluate solution alternatives; document findings for Government review.
- Conduct market research on industry trends and emerging technologies to inform IT artifacts, alternatives analyses, and implementation plans.
- Develop and maintain a user-friendly Service Catalog and support the accuracy of the Configuration Management Database (CMDB) on the ITSM platform as directed by the Government.
- Prepare briefing materials, metrics, and reports for Program Management Reviews, agency governance boards, and technical forums.
- Refine requirements into user stories, participate in sprint planning and demonstrations, and support User Acceptance Testing and stakeholder acceptance.
- Support integration efforts as capabilities are implemented, participate in UAT, and assist with 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.
- Direct delivery of new applications, modules, and enhancements according to the Government-prioritized backlog and approved Agile framework.
- Direct the ITSM Platform Support and Application Development Team in continuously improving and managing the ServiceNow Catalog.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
