Job Description

　　The Executive Office of Technology Services and Security (EOTSS) is the state's lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.

　　The Executive Office of Technology Services and Security is seeking a ServiceNow Business Analyst to join our IT Service Management Office and will be reporting directly to the ServiceNow Product Manager. The ServiceNow Business Analyst will be primarily responsible for supporting the ServiceNow application, providing business analyst and project management activities as well as hosting training sessions, drafting documentation, and providing some administrative support. This role will be responsible for both supporting the existing agencies and users on the ServiceNow platform as well as providing support, direction, and training for the onboarding of new agencies. In addition to providing analysis, training and support services, this role will require an understanding of the ServiceNow product as well as an understanding of the custom applications and functions specific to the EOTSS environment.

　　The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this position is Monday thru Friday, 9:00AM to 5:00PM. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.

　　All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.

　　Position Responsibilities (including but not limited to):

　　Provide business analysis and project management activities in support of the ServiceNow application.Develop training and documentation for both existing and new features of the product.Collaborate with the Product Manager and others on the maintenance and improvements of the Service Catalog. Includes attending requirements gathering and developing formal requirements and mockups of requested items.Support the onboarding of new agencies and users onto the ServiceNow platform.Develop and maintain an understanding of the current ServiceNow ecosystem within EOTSS, including out of box features, custom applications, and integrations.Act as SME for all ServiceNow user facing functions, including ticket creation and management, reporting, dashboards, Performance Analytics, data exports and integrations.Redesign and maintain a knowledgebase of documentation, help, how-to, quick tips and other articles related to ServiceNow and its use.Participate in the upgrade cycle for ServiceNow, including coordination of clones, upgrades and testing via use of the Automated Test Framework.Drive continuous improvement efforts by soliciting customer feedback via surveys, voice of the customer and daily interactions.Maintain an ongoing knowledge of the ServiceNow product, version upgrades and enhancements, new features, functions and known issues.Provide support, training, and direction for users of the ServiceNow application.As needed, provide administrative support for the platform, including the maintenance of users, groups, roles, and access.

　　Preferred Knowledge, Skills & Abilities:

　　3 years of Business Analysis, Project Management, or other related experience in an IT support environment, preferably working with ServiceNow or other similar applications.1-2 years of hands-on experience and in-depth understanding of the ServiceNow Platform or other ITSM tools.Good working knowledge of ServiceNow forms, workflow, tables, and API capabilities as well as a good working knowledge of ITIL processes (Incident, Change, Problem) and ServiceNow Service Catalog.Extensive knowledge and ability to align customer requirements with available ServiceNow products, features and functions, with a focus on out of box usage.Ability to understand customer requirements, normalize them against current standards and present back a solution that fits the needs of the user while maintaining standards.Ability to effectively communicate (both verbally and written) including the ability to host training sessions, give presentations and is able to represent the Service Management organization in a customer facing (internal and external) situation in a professional manner.You should be detailed-oriented and highly organized with the ability to manage and prioritize several projects simultaneously, while simultaneously working both collaboratively as well as independently in an ever-changing technical environment.Strong team play with demonstrable collaboration skills.Possesses the ability to own and maintain processes and standards and can say no when needed in the interest of the big picture.Demonstrates customer focus and understands the importance of exceeding customer expectations.Demonstrates the ability to contribute to the team's overall output, actively contributes in team meetings and providing constructive feedback.

　　Education and Certifications:

　　Bachelor's Degree in Business Administration or an equivalent combination of education and work experience required.ITIL v3 or v4 Foundations Certification is preferred, but not required. However, incumbent must have at least two years of hands-on experience

　　Qualifications

　　First consideration will be given to those applicants that apply within the first 14 days.

　　Please see Preferred Qualifications.

　　Comprehensive Benefits

　　When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

　　Want the specifics? Explore our Employee Benefits and Rewards!

　　An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

　　The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.