Note: The job is a remote job and is open to candidates in USA. Zantech is a woman-owned small business providing mission-focused technical solutions and support. The Senior Functional Analyst will support the DLA Disposition Integration Web Program by managing ServiceNow incidents and releases, resolving complex application issues, mentoring analysts, and translating mission requirements into functional specifications and test plans. The role also supports testing, configuration management, requirements analysis, cost estimation, and production issue resolution.
Responsibilities
- Own assigned incidents end-to-end in ServiceNow: receive and log the ticket, research and troubleshoot, document findings, propose a resolution, coordinate with the tech team to implement it, test the fix, support deployment, and follow up with the customer to confirm resolution and close the ticket
- Manage tickets across ServiceNow's Incident, Change Management, and Configuration/Release Management modules
- Lead investigation and solution engineering on complex or escalated tickets, applying awareness of the underlying application code and logic
- Help triage and prioritize the existing ticket backlog and drive measurable reduction in open tickets
- Mentor and provide technical direction to the Mid-Level Functional Analyst on ticket investigations and tasks
- Analyze user needs to determine functional and cross-functional requirements; perform functional allocation and identify resources required for each task
- Participate in WBS/POA&M development and execution; meet or exceed assigned completion dates unless a deviation is approved by the DLA Government project manager
- Perform initial component/module testing and implementation, upgrade and enhancement testing, and capacity, interface, and site expansion testing prior to go-live
- Perform performance, regression, stress, and integration testing; document and report results as required by the PMO
- Develop Test Plans based on the test environment, mapped to government-approved Functional Specifications, covering positive and negative conditions, error handling, and performance stress testing
- Assist the Government in updating and maintaining Functional Specifications (FS) using Agency documentation templates and standard naming conventions
- Assist the Government PMO with Configuration Management: planning, documenting, implementing, executing, and monitoring CM processes, and support Configuration Control Boards (CCBs)
- Gather functional, technical, and interface requirements and ensure requirement changes are reflected in final design documentation
- Support cost estimating processes by verifying and analyzing customer requirement requests
- Recommend application performance improvements
- Coordinate with system/database administrators to resolve production and sustainment operational issues; respond to production issues and assist in initiating recovery or restart of services
Skills
- 8+ years of relevant functional/business analysis and IT service management experience, including incident/problem management and solution engineering
- Ownership of the full incident/ticket lifecycle in ServiceNow: intake, research and troubleshooting, documentation, proposed resolution, coordination with the tech team, testing, deployment support, and customer follow-up/closure
- ServiceNow ticket management across Incident, Change Management, and Configuration/Release Management modules
- Root-cause investigation of user-reported functionality issues, with strong troubleshooting technique
- Solution engineering, with working awareness of the underlying application/code logic to inform tech-team handoffs
- Ability to triage and prioritize a backlog of open tickets and drive them to closure
- Ability to lead and mentor a mid-level analyst on complex or escalated investigations
- Work Breakdown Structure (WBS) / POA&M development, tracking, and on-time execution
- Software testing: component/module, upgrade and enhancement, capacity, interface, performance, regression, stress, and integration testing
- Test Plan development mapped to government-approved Functional Specifications, including positive/negative conditions and error handling
- Functional Specifications (FS) documentation using Agency templates and standard naming conventions
- Configuration Management support, including CM planning documentation and participation in Configuration Control Boards (CCBs)
- Requirements gathering (functional, technical, interface) and design documentation traceability
- Cost estimating support: verifying and analyzing customer requirement requests
- Strong written and verbal communication with Government PMO stakeholders and end users
- Bachelor's degree (BA/BS) with 8+ years of relevant experience
- US Citizenship and the ability to obtain and maintain an active Secret or higher clearance, per contract requirements
- Bachelor's degree in Business Administration, Information Systems, or a related field
- ITIL 4 Foundation or higher
- ServiceNow Certified System Administrator (CSA)
- CBAP (Certified Business Analysis Professional)
Benefits
- Remote role based out of Arlington, VA
- Strong benefits
- A vacation package
- A fast-paced and exciting work environment
Company Overview