ServiceNow Support Analyst

State of North Carolina•Raleigh, NC

9d•$70,528 - $94,000

About The Position

The North Carolina Department of Revenue is recruiting for a ServiceNow Support Analyst. This position is responsible and accountable for defining and documenting requirements and solution designs for HR related services on ServiceNow and the agency’s document management system, Hyland OnBase, using agile methodology. The ServiceNow Support Analyst will perform analysis including business objectives and process review, functional requirements, design, and testing. The artifacts to be developed must be accurate and detailed documents according to standard templates, using natural language. This position will work closely with HR staff, HR Liaisons/Business Partners, as well as other staff across the agency and is required to have an understanding of the business functions and technology components of the North Carolina Department of Revenue.

Requirements

Minimum 2 years experience as an analyst performing use case development, requirements definition, and high level solution design.
Bachelor’s degree in business administration, computer science, or any related field from an appropriately accredited institution and one year of experience in business consultation, process improvement, or requirement gathering in an information technology environment, or Associate degree in business administration, computer science or any related field from an appropriately accredited institution and two years of related experience; or High School or GED and four years of related experience; or an equivalent combination of education and experience.

Nice To Haves

Ability to lead and facilitate meetings to solicit and gather requirements with members of cross-divisional work groups; maintain positive and productive relationships with customers, peers, and superiors.
Ability to assist with analyzing current processes, improvements, and procedures that create future configurations which lead to gains in efficiency and cost savings.
Experience working with the agile methodology as it relates to software development.
Experience as a Scrum Master in a software development environment developing user stories and grooming, reviewing backlogs, facilitating planning sessions and conducting sprint reviews.

Responsibilities

Defining and documenting requirements and solution designs for HR related services on ServiceNow and the agency’s document management system, Hyland OnBase, using agile methodology.
Performing analysis including business objectives and process review, functional requirements, design, and testing.
Developing accurate and detailed documents according to standard templates, using natural language.
Working closely with HR staff, HR Liaisons/Business Partners, and other staff across the agency.
Understanding the business functions and technology components of the North Carolina Department of Revenue.