ServiceNow Support Analyst

State of North Carolina; Raleigh (NC); On-site; USD 71,000 - 94,000; Full time

Job summary

The North Carolina Department of Revenue is recruiting a ServiceNow Support Analyst. This role defines and documents requirements for HR services on ServiceNow and Hyland OnBase, using agile methodology.

You will analyze business objectives, develop functional requirements, and craft design and testing artifacts with precision. Collaborating with HR staff and cross‑divisional teams, you will deliver accurate, detailed documents and support agile processes, including backlog grooming and sprint

Qualifications

• Bachelor’s degree or equivalent combination with IT-related experience.
• Experience in business consultation, process improvement, or requirements gathering in IT.
• Experience as a Scrum Master in software development and agile environments.

Responsibilities

• Define and document requirements and solution designs for HR services on ServiceNow and OnBase.
• Perform business objective analysis, functional requirements, and testing artifacts.
• Collaborate with HR staff and cross-divisional teams to gather needs and ensure quality.
• Lead meetings to solicit requirements and manage backlogs and planning sessions.

Skills

Meeting facilitation

Requirements gathering

Process improvement

Agile methodology

Scrum Master experience

Education

Bachelor’s degree in business administration or computer science

Associate degree in related field

High School or GED with related experience

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

***PLEASE NOTE: THIS WILL CLOSE AT 11:59 P.M. THE DAY PRIOR TO THE END DATE LISTED ON THIS JOB POSTING***

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.

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.

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.

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.

Recruiter:

Heidi Jean Nolta

Recruiter Email:

[e-mail]