Business yst - RFO

Job Title: Business Analyst

RFO #

Location: Sacramento CA

Duration: Long term

Project Background:

The Client Technology Services (TS) Branch delivers technology products services and business solutions which support all information technology systems throughout the organization including implementation of enterprise projects. TS programs and projects utilize the System Development Life Cycle (SDLC) methodology and Agile Development guidelines. Client seeks to implement a new IT Service Management (ITSM) and IT Asset Management (ITAM) system (a new tool streamlined processes related roles and responsibilities and a postimplementation support/maintenance plan) to replace the ITSM/ITAM system currently in place. This implementation effort will utilize a prioritized phased approach.

Client ITSM/ITAM implementation project goals include:

Leverage industrystandard functionality and features of the new system.

Follow bestpractice procedures and processes for IT service management to align to Client goals ITIL.

Ability to easily scale enhance and configure Technology Services workflows to match the growing future demands of the business (easier updates/upgrades/configurations to the system when needed compared to the current system).

Create an improved customer experience for users of the system no matter the role.

Automate as many processes and services as possible.

Provide selfservices to the users to facilitate timely and efficient services.

The selected Business Analyst will be part of the Clients ITSM/ITAM Implementation Project Team. This experienced Business Analyst will:

Facilitate collaborative workshops and interviews with key stakeholders to gather and document comprehensive business requirements ensuring alignment with organizational goals and objectives. Conduct indepth analysis of existing processes and workflows identifying pain points bottlenecks and areas for improvement.

Identify critical workflows and ensure the workflows fit within the normal configuration and features of ServiceNow.

Lead prioritization of workflows as needed for the efforts prioritized phased approach.

Lead and develop detailed process maps flowcharts use cases user stories customer journeys and other visual aids to illustrate current and future state process designs fostering a clear understanding among stakeholders.

Collaborate closely with the ITSM/ITAM tool vendor to configure solutions that meet the organizations unique requirements ensuring seamless integration with existing systems and workflows.

Provide expert guidance and recommendations on industry best practices and standards related to ITSM and ITAM domains leveraging previous implementation experience and lessons learned.

Serve as a liaison between business stakeholders IT teams and implementation vendor throughout the project lifecycle facilitating effective communication collaboration and decisionmaking.

Provide assistance with post implementation validation.

Minimum Technical Qualifications:

1.At least five (5) years of experience within the last ten (10) years working as a Business Analyst with large organizations leading or participating in the technical implementation of ITSM and ITAM solutions such as ServiceNow automating complex business processes performing all the following activities.

a. Creating and maintaining requirement management plan

b. Assessment of analysis scope and tasks

c. Planning business analysis tasks

d. Facilitating joint application design (JAD) and/or collaborative design sessions.

e. Elicitation definitions and documentation of various business user and system requirements

f. Analysis for business process improvement application design and workflow automation

g. Modeling and documenting new functional requirements; use case development.

h. Leading and working within crossfunctional teams that include business subject matter experts application architects developers and testers.

i. Work closely with the ServiceNow implementation vendor team

2. At least seven (7) years of experience within the last ten (10) years producing business analysis deliverables shown in the following list: (Client may request deliverable related work samples during Phase 4 Interviews of the Comparison Process)

a. Business requirements business rules and business process model

b. Use cases functional requirements and/or functional specifications

c. Nonfunctional requirements

d. Stakeholder requests

e. Procurement documentation

f. Transition plans and/or implementation requirements

g. Traceability matrices

3. At least three (3) years of experience using Rational Requisite Pro HP ALM Jama Software or other requirement gathering tool to document functional and nonfunctional requirements design specifications and provide full traceability for projects.

Desirable Technical Qualifications:

1. Experience as a Business Analyst with the State or Federal government.

2. Experience as a Business Analyst leading or participating in the technical implementation of ITSM and ITAM solutions such as ServiceNow including but not limited to the following areas of focus:

a. Incident Management

b. Change Management

c. Problem Management

d. Configuration Management

e. Hardware Asset Management

f. Software Asset Management

g. Cloud SaaS Cost Management

h. Request Management Service Catalog

i. End User Experience

j. Service Portfolio

k. Asset Discovery

l. Service Level Management

3. IIBA Certified Business Analysis Professional (CBAP or CCBA). Client may request a copy of Certification.

4. Experience in Agile project management methodology or Scaled Agile Framework.

5. Experience in the ITIL Framework.

6. Bachelor degree in Computer Science Computer Engineering Management Information Systems or related fields from an accredited or governmentsanctioned college/university. Client may request a copy of degree.

7. The proposed project person will be able to adhere to the hybrid working model by working onsite 23 days per week at Clients Headquarters West Sacramento CA.

Deliverables related to ITSM/ITAM Implementation Project during the services period but not limited to:

1. Perform Business Analysis of the ITSM/ITAM solution ServiceNow to ensure resulting components such as services processes and tool implementation result in meeting business objectives.

The Contractor shall perform the following:

a. Facilitate collaborative workshops and interviews with key stakeholders to gather and document comprehensive business requirements ensuring alignment with organizational goals and objectives.

b. Conduct indepth analysis of existing processes and workflows identifying pain points bottlenecks and areas for improvement.

c. Identify critical workflows and ensure the workflows fit within the normal configuration and features of ServiceNow.

d. Lead prioritization of workflows as needed for the efforts prioritized phased approach.

e. Lead and develop detailed process maps flowcharts use cases user stories customer journeys and other visual aids to illustrate current and future state process designs fostering a clear understanding among stakeholders.

f. Collaborate closely with the ITSM/ITAM tool vendor to configure solutions that meet the organizations unique requirements ensuring seamless integration with existing systems and workflows.

g. Provide expert guidance and recommendations on industry best practices and standards related to ITSM and ITAM domains leveraging previous implementation experience and lessons learned.

h. Serve as a liaison between business stakeholders IT teams and implementation vendor throughout the project lifecycle facilitating effective communication collaboration and decisionmaking.

i. Provide assistance with post implementation validation.

1. Service Management System Improvement and Optimization.

The Contractor shall perform the following:

a. Identify and document the continuous improvement in the ITSM/ITAM processes at Client. Develop and implement initiatives to enhance customer experience efficiency and effectiveness.

b. Define and track key performance indicators (KPIs) and metrics to measure the success of ITSM system. Benchmark performance against industry standards and best practices.

c. Standardize ITSM/ITAM processes across the organization to ensure consistency and compliance with ITIL guidelines.

d. Utilize advanced data analytics techniques to analyze ITSM/ITAM data identify trends and provide actionable insights for process improvement.

e. Work with project team to define develop and maintain comprehensive reports and dashboards on ITSM/ITAM performance metrics.

1. Serve as a liaison between business stakeholders IT teams and implementation vendor throughout the project lifecycle facilitating effective communication collaboration and decisionmaking.

Examples of anticipated deliverables may include but are not limited to all the following:

a. Requirement management plan

b. New or updated Use Cases User Stories Customer Journeys Business requirements and business rules

c. Functional requirements and/or functional specifications

d. Nonfunctional requirements

e. Stakeholder requirements

f. Transition plans and/or implementation requirements

g. Recommended high level test approach plan and related support.

h. Traceability matrices

i. Business Analysis Plan

j. Process maps

k. System or data diagrams

l. Minimum Viable Product

m. Status or progress reports