Senior Functional Analyst: Remote IT Service Management

Zantech; Arlington, Northern (VA, KY); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation

Vacation package

Job summary

Zantech is seeking a Senior Functional Analyst to support the DIW program from a remote position based out of Arlington, VA. You will own incidents end-to-end in ServiceNow, coordinate with the tech team, and ensure timely releases for DLA Disposition Services.

Ideal candidates have 8+ years of IT service management experience and deep knowledge of incident, change, and configuration management. US citizenship and ability to obtain clearance are required.

Qualifications

• 8+ years of relevant functional/business analysis and IT service management experience.
• Experience owning full incident/ticket lifecycles in ServiceNow and cross-module ticket management.
• Strong analytical skills with ability to translate requirements into testable specs.

Responsibilities

• Own assigned incidents end-to-end: log, troubleshoot, document, resolve, test, deploy, and close.
• Manage tickets across ServiceNow's Incident, Change, and Configuration/Release modules.
• Lead investigations on complex tickets and provide solution engineering input.
• Triage backlog and drive measurable reduction in open tickets.
• Mentor a Mid-Level Functional Analyst on investigations and tasks.
• Gather functional/technical requirements and ensure design traceability.
• Develop test plans mapped to government specifications and perform tests.

Skills

ServiceNow lifecycle ownership

Incident/Change/Config Mgmt

Root-cause investigation

Solution engineering

Backlog triage & leadership

Mentoring junior analysts

Functional specs & testing

Education

Bachelor's degree (BA/BS) in related field

ITIL 4 Foundation or higher

ServiceNow Certified System Administrator (CSA)

CBAP (preferred)

Tools

ServiceNow

Job description

Zantech is seeking a Senior Functional Analyst to support the DIW program from a remote position based out of Arlington, VA. You will own incidents end-to-end in ServiceNow, coordinate with the tech team, and ensure timely releases for DLA Disposition Services.

Ideal candidates have 8+ years of IT service management experience and deep knowledge of incident, change, and configuration management. US citizenship and ability to obtain clearance are required.