Job Description:
Accenture Federal Services is seeking a dedicated ServiceNow (SNOW) Functional Analyst to serve as a critical bridge between our business stakeholders and our ServiceNow technical team. In a dynamic enterprise environment, your role will be to ensure our ServiceNow platform effectively meets business needs, drives process efficiencies, and maximizes user adoption. Your mission is to translate high-level business requirements and process improvements into actionable ServiceNow solutions, while championing best practices and optimal utilization of the platform. You will be the "Voice of the Customer" for our business users and the "Champion of Best Practices" for our ServiceNow development and administration teams.
The work you'll do:
- Work directly with business stakeholders and end-users to understand their pain points, process inefficiencies, and unique departmental needs within the ServiceNow platform.
- Identify where the current ServiceNow implementation can be enhanced or optimized and collaborate with ServiceNow developers and administrators to prioritize feature development and enhancements.
- Develop and execute strategies to optimize the utilization of various ServiceNow modules (e.g., ITSM, ITBM, CSM, HRSD, GRC, CMDB) and ensure successful user adoption.
- Support functional workflows across different ServiceNow modules, ensuring a consistent and intuitive user experience.
- Create comprehensive documentation, self-service guides, user manuals, and training materials that enable users to effectively leverage ServiceNow solutions.
- Establish formal mechanisms (e.g., surveys, working groups, office hours, feedback sessions) to ensure the ServiceNow roadmap stays aligned with the evolving needs of the business.
- Participate in testing and validation of new ServiceNow features, enhancements, and upgrades to ensure they meet functional requirements and user expectations.
Here's what you need:
- Bachelor's or Master's degree in Computer Science, Information Systems, Business Administration, or a related field.
- 5+ years of experience in a Functional Analyst, Product Owner, Business Analyst, or Systems Analyst role, specifically within ServiceNow implementations or administration environments.
- A strong functional understanding of key ServiceNow platform capabilities and modules, such as:
- IT Service Management (ITSM) - Incident, Problem, Change, Request, Knowledge Management.
- Configuration Management Database (CMDB) and Asset Management.
- Service Portal and Catalog.
- Workflow and Flow Designer.
- Demonstrated understanding of the ServiceNow platform architecture and best practices.
- Proven track record of leading business process analysis, requirements gathering, and solution design within the ServiceNow ecosystem.
- Proven experience acting as a liaison between business stakeholders and technical development/administration teams.
- Deep experience writing high-quality User Stories, Acceptance Criteria, and managing complex backlogs in Jira or similar Agile project management tools.
Bonus points if you have:
- Prior experience as a ServiceNow developer, administrator, or a strong technical understanding of the platform's configuration and customization capabilities.
- Familiarity with additional ServiceNow modules like IT Business Management (ITBM), Customer Service Management (CSM), Human Resources Service Delivery (HRSD), or Governance, Risk, and Compliance (GRC).
- Experience with ServiceNow integrations with other enterprise systems.
- Understanding of IT Service Management (ITSM) frameworks such as ITIL.
- ServiceNow Certifications (e.g., Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in ITSM or other modules).
Security clearance:
- Active TS/SCI security clearance is required, and must be willing and able to upgrade to TS/SCI with Poly.
As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of
California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.
The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:
$124,000-$246,400 USD
