ServiceNow Support Analyst

Ncdor; North Carolina; Hybrid; USD 71,000 - 94,000; Full time

Job summary

The North Carolina Department of Revenue is seeking a ServiceNow Support Analyst to define and document HR service requirements and solution designs on ServiceNow and OnBase, using agile methods. You will collaborate with HR staff and cross-divisional teams to deliver accurate specifications and testing artifacts.

Candidates should have a related degree and experience in business analysis, process improvement, or requirements gathering within information technology.

Qualifications

• Bachelor's degree plus 1 year IT-related experience or an equivalent combination of education and experience.
• Associate degree plus 2 years of related experience; or High School/GED with 4 years of related experience.
• Equivalency options exist per state guidelines; consult the Equivalency Guide.

Responsibilities

• Define and document requirements and solution designs for HR services on ServiceNow and OnBase.
• Apply agile methodology to development work and ensure accurate, detailed artifacts.
• Collaborate with HR staff and cross-divisional teams to understand business functions and technology components.

Skills

Meeting facilitation

Requirements gathering

Agile methodology

Scrum Master experience

Use case development

Education

Bachelor's degree in business administration, computer science, or related field

Associate degree in business administration, computer science or related field

High School diploma or GED

Tools

ServiceNow

Hyland OnBase

Job description

Agency Dept of Revenue Division INFORMATION TECHNOLOGY Job Classification Title IT Business Systems Analyst I (NS) Position Number 60081939 Grade DT07

About Us

The North Carolina Department of Revenue is committed to excellence in tax administration, ensuring secure and efficient collection of revenue to fund vital public services. We are an employer of choice offering excellent benefits, competitive pay, professional development, and career advancement. Our dedicated team provides accurate information, achieves high compliance, and delivers innovative services with integrity and fairness.

DOR is an equal opportunity employer hiring qualified candidates regardless of race, color, gender, national origin, religion, age, disability, or political affiliation.

Description of Work

The North Carolina Department of Revenue is recruiting for a ServiceNow Support Analyst. This position is responsible and accountable for defining and documenting requirements and solution designs for HR related services on ServiceNow and the agency's document management system, Hyland OnBase, using agile methodology. The ServiceNow Support Analyst will perform analysis including business objectives and process review, functional requirements, design, and testing. The artifacts to be developed must be accurate and detailed documents according to standard templates, using natural language. This position will work closely with HR staff, HR Liaisons/Business Partners, as well as other staff across the agency and is required to have an understanding of the business functions and technology components of the North Carolina Department of Revenue.

Recruitment Range: $70,528 - $94,000 Effective July 1, 2025, candidates now meet the minimum qualifications of a position if they have the minimum education and experience listed from the class specification. The knowledge, skills, and abilities listed in the vacancy announcement should be used as management preferences and be used to screen for the most qualified pool of applicants.

Knowledge Skills and Abilities/Management Preferences

• Ability to lead and facilitate meetings to solicit and gather requirements with members of cross-divisional work groups; maintain positive and productive relationships with customers, peers, and superiors.
• Ability to assist with analyzing current processes, improvements, and procedures that create future configurations which lead to gains in efficiency and cost savings.
• Experience working with the agile methodology as it relates to software development.
• Experience as a Scrum Master in a software development environment developing user stories and grooming, reviewing backlogs, facilitating planning sessions and conducting sprint reviews.
• Minimum 2 years experience as an analyst performing use case development, requirements definition, and high level solution design.

Minimum Education and Experience

Some state job postings say you can qualify by an "equivalent combination of education and experience." If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

Bachelor's degree in business administration, computer science, or any related field from an appropriately accredited institution and one year of experience in business consultation, process improvement, or requirement gathering in an information technology environment, or Associate degree in business administration, computer science or any related field from an appropriately accredited institution and two years of related experience; or High School or GED and four years of related experience; or an equivalent combination of education and experience.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

North Carolina State Government is one of the state's largest employers, with over 76,000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies, offices, and universities, each providing important public services. Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more. To learn more about the benefits of being a North Carolina state employee, visit the N.C. Office of State Human Resources' website. Permanent, temporary, and time-limited state government jobs can be found from the mountains to the coast.

State Application Resources/Frequently Asked Questions

Valuing Education and Experience The State of North Carolina values the knowledge and experience of our jobseekers and current state employees. Approximately 91 percent of state job classifications allow experience to be substituted for education or do not require a post-secondary degree. Learn more about how you may qualify for a position through education or directly related experience, or a combination of both, with the Education and Experience Equivalency Guide. All job postings close at 11:59pm the night before the End Date on the posting.