ServiceNow ITIL Process Analyst - Idaho National Laboratory

Idaho National Laboratory is hiring a ServiceNow ITIL Process Analyst to work in our Information Technology department. Our team works a 9x80 schedule located out of our Idaho Falls, Idaho facility with every other Friday off. Remote or Hybrid work opportunities may be available for this position.

You will report to the ServiceNow Solution Design Lead and you will be the liaison between the business and the platform team and represent project partners throughout the solution dellivery process.

Responsibilities Include:

• Discover, define and document Business/Customer requirements; capture requirements, represent partners throughout planning, and release processes, identify, model, and document business processes and data requirements, collaborate with team members to identify potential process improvements, generation/analysis of reports, dashboards and other metrics into consumable format for end-users and team members.
• Support project plans and requirements, establish scope, cost and schedule estimates for development activities.
• Participate in technical reviews for projects at multiple phases of development and provide recommendations for technical solutions to customers and management’s needs.
• Provide training and awareness information for ServiceNow solutions to assist with adoption and change to the impacted teams.
• Define and vet solutions based on customer requirements, investigate solutions to meet requirements, collaborate with platform architecture committee to receive guidance and obtain approval.
• Present documented requirements and solution to partners and get approval before development is started, transpose requirements into Agile stories to facilitate development of solution, identify opportunities for process improvements as part of requirements definition for potential solutions and ensure solution are aligned with ITIL principles.
• Support the testing effort by validating developed features and coordinating User Acceptance Testing with business, work with the platform team to develop release estimates, monitor stories and guides them to completion and communicate with business that features are released and available
• Review and analyze system design documentation, reports from users, and other technical artifacts to create reports and present to other staff and management assessments of code quality, the probable origin and possible effects of defects and anomalies, and recommendations for improvements and enhancements.
• Participate in professional development to maintain technical proficiency in current and new technologies.
• Other duties as assigned

Minimum Requirements: 

• Level 3: Bachelor’s Degree and 5 years relevant experience in Computer Science, Information Technology, or other related degrees or Master’s Degree and 2 years relevant experience or OR High school and 11 years overall experience in lieu of degree.
• Level 4: Bachelor’s Degree and 9 years relevant experience Computer Science, Information Technology, or other related degrees or Master’s Degree and 6 years relevant experience OR High school and 15 years overall experience in lieu of degree.
• ServiceNow Certified System Administrator (CSA ).
• Professional experience in ServiceNow, versions Utah or higher.
• 3+ years Business Analyst experience.
• Applicants are subject to the requirements of DOE O 142.3B, Unclassified Foreign National Access Program.

Desired Knowledge/Certifications:

• ITIL V3 or V4 Certification.
• Experience working in and following AGILE based SDLC.
• ServiceNow Certifications and Designations such as Certified Implementation Specialist (CIS) or other badges and designations of critical products; Mobile App Delivery, HR Service Delivery (HRSD), Employee Service Center and Strategic Portfolio Management (SPM)

Job Information: 

• The pay range for this position is: Level 3 ($91,008 - $186,588 ) / Level 4 ($109,260 - $223,908 ). At Idaho National Laboratory compensation decisions are determined using factors such as education, relevant experience, and other credentials.

• You are required to show a demonstrated commitment to valuing diversity and contributing to an inclusive working environment.

• Multi-Level: This is a multi-level posting and you will be placed at the appropriate level dependent on depth and breadth of proven experience and skills.

Benefits and Relocation

• Medical, Dental, Vision, and Flexible Spending Accounts
• 401(k) with a 4.2% employer contribution and up to 4.8% match
• Paid time off (personal leave)
• Employee Education Program (tuition assistance)
• Comprehensive Relocation Package
• Benefit eligibility subject multiple factors, including employment status and position classification.

INL is a science-based, applied engineering national laboratory dedicated to supporting the U.S. Department of Energy’s mission in nuclear energy research, science, and national defense. With more than 5,000 scientists, researchers, and support staff, the laboratory works with national and international governments, universities and industry partners to discover new science and development technologies that underpin the nation’s nuclear and renewable energy, national security, and environmental missions.

INL Mission
Our mission is to discover, demonstrate and secure innovative nuclear energy solutions, other clean energy options and critical infrastructure.

INL Vision
Our vision is to change the world’s energy future and secure our nation’s critical infrastructure.

Selective Service Requirements
To be eligible for employment at INL males born after December 31, 1959 must have registered with the Selective Service System (SSS). For more information see www.sss.gov.

Equal Employment Opportunity
Idaho National Laboratory (INL) is an Equal Employment Opportunity (EEO) employer. It is the policy of INL to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Women and People of Color are strongly encouraged to apply. 

Reasonable Accommodation
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Other Information
When applying to positions please provide a resume and answer all questions on the following screens. Applicants, who fail to provide a resume or answer the questions, may be deemed ineligible for consideration.

INL does not accept resumes from third party vendors unsolicited.

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