Remote Senior Functional Analyst: ServiceNow & Incident Lead

Zantech; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Strong benefits

Vacation package

Job summary

Zantech seeks a Senior Functional Analyst to contribute to the DIW program, a remote role based out of Arlington, VA. You will own incidents in ServiceNow end-to-end, mentor a mid-level analyst, and translate requirements into functional specs across the DIW suite including RTD Web and mobile apps.

Required are 8+ years of BA/ITSM experience, ITIL/CSA certifications, and strong communication with Government PMO.

Qualifications

• 8+ years of functional/business analysis and IT service management experience.
• Ownership of the full incident lifecycle in ServiceNow: intake, research, troubleshooting, documentation, resolution, and follow-up.
• Ability to triage and prioritize a backlog of open tickets to closure.
• Strong written and verbal communication with Government PMO stakeholders and end users.

Responsibilities

• Own assigned incidents end-to-end in ServiceNow: receive, log, troubleshoot, document findings, coordinate with the tech team, test, deploy, and close.
• Manage tickets across Incident, Change Management, and Configuration/Release Management modules.
• Lead investigation and solution engineering on complex or escalated tickets with application/code awareness.
• Mentor the Mid-Level Functional Analyst on investigations and tasks.
• Translate user needs into functional specifications and cross-functional requirements.

Skills

ServiceNow Incident Mgmt

Root-cause analysis

Solution engineering

Backlog triage

Mentoring

Stakeholder comms

WBS/POA&M

Testing (functional)

Education

Bachelor’s degree

ITIL 4 Foundation

ServiceNow CSA

CBAP

Tools

ServiceNow

Job description

Zantech seeks a Senior Functional Analyst to contribute to the DIW program, a remote role based out of Arlington, VA. You will own incidents in ServiceNow end-to-end, mentor a mid-level analyst, and translate requirements into functional specs across the DIW suite including RTD Web and mobile apps.

Required are 8+ years of BA/ITSM experience, ITIL/CSA certifications, and strong communication with Government PMO.