Senior Business Systems Consultant

State of Indiana; Indianapolis (IN); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Free Parking for most positions

Free LinkedIn Learning access

Education Reimbursement Program

Job summary

The State of Indiana, through the Indiana Office of Technology (IOT), seeks a Senior Business Systems Consultant to lead ServiceNow analyses and improve enterprise workflows. You will translate agency needs into functional specs, validate designs, manage backlogs, and support testing and deployments.

You will partner with developers, influence ITIL-aligned processes, and drive documentation quality while aligning with statewide objectives.

Qualifications

• Proven experience gathering requirements from agency stakeholders.
• Ability to translate business needs into user stories and specifications.
• Experience validating designs via testing and user acceptance.

Responsibilities

• Lead requirements sessions with agency stakeholders and map current/future processes.
• Convert requirements into detailed user stories, specs, and process flows for development teams.
• Collaborate with ServiceNow developers to validate designs and support solution delivery.

Skills

Requirements gathering

User stories

Functional specs

Backlog management

UAT

Documentation

Stakeholder collaboration

ServiceNow

ITIL

SDLC

Governance

Subject matter expert

Tools

ServiceNow

Job description

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Indiana Office of Technology (IOT):

The Indiana Office of Technology provides cost-effective, secure, consistent, reliable enterprise-technology services to our partner agencies so that they can better serve our mutual customer, the Hoosier taxpayer. IOT will also act as the technology and solution enabler for the State, helping its partner agencies achieve business objectives and innovation.

Role Overview:

The Senior Business Systems Consultant serves as a lead ServiceNow Business Process Analyst responsible for analyzing, designing, and improving enterprise workflows, processes, and solutions within the ServiceNow platform. The role ensures that business requirements from agencies and internal stakeholders are accurately captured, translated into functional specifications, and validated through testing and user acceptance. The consultant plays a critical part in backlog management, project coordination, documentation quality, and alignment of ServiceNow capabilities with statewide strategic objectives.

• Lead requirements gathering sessions with agency stakeholders to define needs, document challenges, and map current and future-state processes.
• Convert business requirements into detailed user stories, functional specifications, process flows, acceptance criteria, and documentation usable by development teams.
• Partner with ServiceNow developers to ensure clear communication of requirements, validate technical designs, and support solution development.
• Facilitate backlog prioritization, sprint planning, UAT preparation, and release coordination for ServiceNow enhancements and new modules.
• Perform impact assessments on requested changes, identifying upstream and downstream workflow implications.
• Conduct functional testing, coordinate user acceptance testing, and ensure solutions meet documented business requirements.
• Develop and maintain high-quality documentation, including process guides, requirement specifications, training materials, and knowledge articles.
• Collaborate with agencies to improve workflow efficiency, reduce manual processes, and enhance service delivery through the ServiceNow platform.
• Support platform upgrades, module onboarding, and cross‑agency initiatives by managing communication, requirements review, and validation efforts.
• Ensure alignment with ITIL practices, SDLC methodology, and governance standards across all work products.
• Act as a subject matter expert on ServiceNow capabilities, best practices, and process optimization opportunities.

The salary for this position traditionally starts at$70,122.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

A Day in the Life:

The essential functions of this role are as follows:

• Promotes the utilization of technical services to resolve business issues within the enterprise, agency, program area, division or product line.
• Provides technical leadership on complex business intelligence projects and performs as a Subject Matter Expert in business or functional area.
• May lead re-engineering team and actuate as project manager in some cases.
• May participate in strategic planning processes for Information Technology Division, seeking opportunities to apply current and future service offerings to meet the needs of current and potential customers.
• Develops technical standards and policies to meet the needs of customers, peers and management.
• Recommends and facilitates quality improvement efforts.
• May serve as a team leader providing guidance, advice, supervision and/or training to other Business Analysts.
• Assists, directs, trains, monitors, and coordinates the work of less experienced staff and assists with the development of difficult and highly complex programs.
• Formulates and defines system scopes and objectives through research and fact-finding combined with a basic understanding of user needs, business systems and industry best practices.
• Creates process change through the integration of new processes with existing ones and communication of changes to impacted Business Systems teams.
• Establishes contracts for the procurement of technical business solutions.
• Establishes and maintains strategic partnerships with assigned customers in order to help them meet their business and technical needs.
• Provides leadership in the development of strategic plans based on customer needs.
• Analyzes business and user needs, documents requirements, devises new technical business system solutions, and translates into proper system requirement specifications.
• Devises or modifies procedures to solve problems considering telecommunications equipment and systems or computer equipment capacity and limitations, operating time, and form of desired results.
• Facilitates the delivery of technical business solutions.
• Manages the expectations of customers, peers, vendors and management.
• Establishes contracts for the procurement of technical business solutions.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.

This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What You'll Need for Success:

Individuals in this role should minimally be able to articulate or demonstrate the following:

• Thorough knowledge of the organization's business systems and commercial business applications.
• Thorough knowledge of technical problems and solutions as they relate to the current and future business environment.
• Advanced knowledge of the application of software engineering process tools.
• Advanced knowledge of project management theories and practices and the ability to apply that knowledge.
• Thorough knowledge of fundamental concepts, system design, relationships between various elements of the overall solution.
• Ability to comprehend and translate business systems or application requirements in a meaningful and functional manner.
• Ability to apply system development methodologies to oversee systems modifications and initiatives.
• Ability to use logic and critical thinking to address issues efficiently and effectively.
• Ability to understand the implications of new information for both current and future problem-solving and decision-making.
• Working knowledge of the application of software development methodologies.
• Familiarity with using and interpreting data structures and relationships.
• Ability to understand how change management methodology aligns with and enhances project management and implementation.
• Ability to delegate work, set clear direction, and manage workflow.
• Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.
• Ability to lead, encourage and influence others to perform.
• Effectively communicate both orally and in writing.

A degree is not required. However, at least 5+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.

Individuals should have the ability to perform essential functions with or without reasonable accommodation.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b)account (similar to401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
• Combined 180 hours of paid vacation, personal, and sick leave time off
• 12 paid holidays, 14 on election years
• Education Reimbursement Program
• Group life insurance
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parkingfor most positions
• Free LinkedIn Learningaccess

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [e-mail] .