Job Requirements
Remote
Public Trust Polygraph None
Career Level not specified
Salary not specified
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Job Description
Business Analyst - ServiceNow - ITSM
Location: Remote
Required Clearance: Public Trust
Since 1999, ITEC has delivered mission-critical support to the DoD and Intelligence Community. Now part of ManpowerGroup Public Sector (MGPS), we continue that work with expanded capabilities. Employees hired through this process will join MGPS and receive a comprehensive benefits package and competitive pay.
Job Description:
Support the design and implementation of AI-powered capabilities within the ServiceNow platform to enhance IT Service Management and Help Desk operations.
- Partner with IT, service desk teams, and stakeholders to develop prioritization and ROIs for automation opportunities, define requirements for AI features, and translate business needs into functional specifications.
- Analyze current help desk workflows, evaluate ServiceNow AI modules, conduct user acceptance testing, and drive adoption through training and change management.
- Requires strong understanding of ITSM processes, ServiceNow platform knowledge, and ability to bridge technical AI capabilities with operational service desk requirements.
Required Skills:
- U.S. Citizenship required
- Agile Business Analysis – Advanced
- Agentic Design – Intermediate
- IT Service Management (ITSM) – Beginner
- ServiceNow Business Analysis – Intermediate
- Managing Stakeholder Expectations – Intermediate
Preferred Skills:
- ServiceNow CMDB
- Agile Methodologies
Education Level:
Bachelor’s degree
group id: 91138733B
