ServiceNow Business Analyst /Quality Assurance

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind. We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Business Analyst /Quality Assurance for a Remote Full-Time position

Essential Functions:

• Extensive customer-facing experience working in a collaborating environment able to translate customer requirements into practical use case stories.
• Ability to understand the customer requirement and when necessary advise them of more practical alternatives that meet their goals.
• System and integration requirements through customer engagement resulting in the development of user stories that facilitate developers with their coding.
• Be able to translate requirements to project manager, developers, and testers through use cases and systems documentation
• Be able to analyze requirements through the standard type of quality paradigm that includes:
  Atomic
  Uniquely identified
  Complete
  Consistent and unambiguous
  Traceable
  Prioritized
  Testable
• Experience with prototyping, wireframe analysis, and use case testing
• Lead the current team on-site and be the customer POC for project management and customer issues.
• Serve as the primary point of contact for all operational support issues related to a ServiceNow instance used by multiple groups within a U.S. Government agency
• Provide Administrator functions such as managing Users (groups and roles), developing reports and dashboards, and management/maintenance of other global data sets
• Manage enhancements and defects including working with the system owner to define, prioritize, configure, test, and deploy.
• Identify system deficiencies and recommend solutions
• Ensure appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible
• Ensure tool configuration consistency across development, test, and production environments
• Maintain and develop the Services operations dynamic reporting sites
• Create information dashboards for specific team purposes per their business processes
• Build and maintain an interface between Incident, Problem, CMDB, and Change to allow proactive and reactive impact analysis
• Develop all automated system reporting and ensure relevant information interfaces with the work management system (ServiceNow) for all Technology teams
• Develop reports to support Problem Management and continual service improvement work to display a reduction of incidents, business impact, increased productivity, and cost savings
• Analyze data extracts and reports to identify trends and data points. Establish key indicators and solutions for use by management and business-unit associates.
• Consult with managers in the use of analytical and reporting tools to develop effective cost, quality, operational, and customer satisfaction outcomes. May act as a liaison to collaborate with other operating
• groups to resolve problems or make recommendations for program/process changes.
• Develop strategic and tactical analytics that support dashboards, data summaries, and key indicators.

Required Knowledge & Skills:

• ITIL v3 or ITILv4 Foundation and strong knowledge of ITIL Service Operation
• Comprehensive understanding of Service Level Agreements and performance metrics
• Strong understanding of relational database models, schema, and systems
• In-depth experience with IS work management systems (ServiceNow) and reporting capabilities
• Solid written and verbal communications skills (including report writing)
• Solid presentation preparation and display skills (from a business perspective)

Knowledge of enterprise IT environments

• Experience working in a fast-moving and changing large enterprise IT environment
• Intermediate knowledge of business analysis, business management data systems, IT risk management, project management and technical problem resolution.

Education:

• Bachelor's degree in business
• ServiceNow Admin Certification
• 3-5 years of related experience with emphasis on information systems controls or data management.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

#NAI #DICE

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