Note: The job is a remote job and is open to candidates in USA. The City of Virginia Beach is a government employer focused on technological innovation and government IT services. The Systems Analyst I will support the Information Technology Service Management Team by administering, configuring, maintaining, and enhancing the ServiceNow platform, while translating business requirements into technical solutions and supporting users, data, integrations, and platform operations.
Responsibilities
- Administer and maintain ServiceNow user accounts (through Active Directory), groups, roles, and access controls
- Troubleshoot and resolve login and access-related issues to ServiceNow
- Design, develop, and maintain Service Catalog items and service request workflows
- Participate in testing new features and enhancements
- Create, manage, and maintain knowledge articles and knowledge base content
- Import hardware asset data into the ServiceNow platform
- Develop and deliver user training and create supporting training materials and documentation
- Configure and administer the ServiceNow platform, including forms, workflows, business rules, client scripts, and other platform components
- Perform basis scripting updates using JavaScript
- Research and evaluate new ServiceNow features, functionality, applications, and modules
- Design and document business processes and translate business requirements into scalable ServiceNow solutions
- Manage and maintain ServiceNow plugins, applications, and platform updates to ensure optimal system performance and security
- Manage update sets, application deployments, platform upgrades, and instance cloning activities
- Support integrations between ServiceNow and external systems
- Import, transform, validate, and manage large datasets using data loads, transform maps, and import sets
- Review and troubleshoot data import errors, perform data validation, and ensure data integrity throughout the import process
- Export data sets and generate extracts to support reporting, integrations, audits, and business operations
- Verify, validate, and maintain data quality, integrity, and consistency across the platform; perform clean-up activities where necessary
- Develop and maintain reports and dashboards to support operational and business objectives
- Create and manage ServiceNow support cases, troubleshoot issues, and escalate incidents when necessary
- Gather, analyze, and document business requirements and translate them into effective technical solutions
- Serve as a trusted advisor to stakeholders by providing platform guidance, technical expertise, and best-practice recommendations
- Evaluate emerging ServiceNow products, features, and best practices, and provide recommendations for adoption
- Participate in the implementation of new ServiceNow applications, modules, and platform enhancements
Skills
- Minimum Qualifications: Any combination of education and experience (above the high school level) equivalent to a minimum of four (4) years in fields utilizing the required knowledge, skills and abilities; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities
- Must have a current and valid driver's license
- Special Requirements: All employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies
- Positions within this class have been designated as Alpha I positions requiring employees to work during inclement weather, regardless of the City's operational status
- STRONG PREFRENCE: 3 or more years of IT and business/industry work experience business analysis, requirements elicitation, strategic development, testing, deployment of systems and life cycle management
- STRONG PREFRENCE: Experience with business process modeling and workflows
- ITIL Foundations certificate
- ServiceNow Certified System Administrator (CSA) certificate
- Bachelor' s degree in Computer Science, Information Technology, Management Information Systems, Business or closely related fields
- Experience with formal testing methods and user testing activities
- Experience with current industry best practices in the disciplines of business analysis
- Demonstrated abilities with verbal communications and writing fundamentals
Benefits
- Training opportunities for staff at all levels
- Remote/hybrid work schedule arrangement within the Virginia and North Carolina surrounding areas
- Paid time off
- Paid holidays
- Health insurance options
- Dental insurance options
- Vision insurance options
- Wellness program
- Retirement
- Tuition reimbursement
Company Overview