OpportunityPeopleTec is currently seeking a ServiceNow Business Analyst to support our Huntsville, AL location.
PeopleTec is hiring a ServiceNow Business Analyst to lead the service design work that sets the foundation for our ServiceNow platform delivery. This role defines and stewards the service catalog, designs request fulfillment workflows, and translates stakeholder needs into user stories that a third-party development partner will build against. You'll be the steady technical voice between engineering, test, and acquisition stakeholders and the third-party developer and the ongoing steward of the catalog as it grows.
Responsibilities:
- Design, launch, and steward the ServiceNow service catalog across engineering, test, and acquisition communities.
- Design request fulfillment workflows and ITIL-aligned processes for incident, request, change, problem, and asset management.
- Govern catalog health: new item intake, SLAs, fulfiller assignment groups, retirement of stale items, and catalog metrics.
- Configure the CMDB data model and define service mapping requirements.
- Translate business needs into user stories, acceptance criteria, and workflow specifications for the third-party developer.
- Engage stakeholders to elicit requirements, validate designs, and drive adoption.
- Manage and prioritize the catalog and workflow backlog in partnership with the Product Owner.
- Govern third-party developer output against defined service designs and ITIL alignment.
Qualifications
Required Skills/Experience:
- 10-12 years in IT service management, business analysis, or ServiceNow implementation, with hands-on service catalog and workflow design.
- Demonstrated experience designing service catalogs and request fulfillment workflows in ServiceNow.
- Working knowledge of ITSM, ITOM, CMDB, SAM, and HAM modules.
- ITIL Foundation certification or equivalent working knowledge.
- Strong requirements elicitation, user story authoring, and stakeholder facilitation skills.
- Must be a U.S. Citizen
- An active DoD Secret clearance is required to perform this work. Candidates are required to have an active Secret clearance upon hire (or the able to obtain), and the ability to maintain this level of clearance during their employment.
Education Requirements:
- Bachelor's degree in Information Systems, Computer Science, Business, or related field (additional experience may substitute).
Desired Skills:
- Active U.S. DoD SECRET clearance or higher.
- ServiceNow Certified System Administrator (CSA) or CIS-ITSM.
- ITIL 4 Managing Professional or higher.
- Experience standing up service catalogs in DoD or federal environments.
- Experience governing third-party ServiceNow developers or system integrators.
- Familiarity with ServiceNow integrations (REST/SOAP, MID Server, IntegrationHub).
- Background in engineering, test, or acquisition processes.
Overview
