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1. OBJECTIVE
Our client is looking to hire an on-contract ServiceNow Catalog Analyst - Project Manager II to for working with clients to understand their business requirements and translating them into technical solutions on the ServiceNow platform.
2. DESCRIPTION OF WORK (SCOPE OF WORK)
NOTE: This position is mainly working at 2 Montgomery Street, Jersey City NJ, with possible meetings at other Port Authority Facilities in the NY/NJ area
The Project Manager II Contractor shall serve as a ServiceNow CMDB Analyst working for the Technology (TEC) Customer Service Unit within the Technology Department, which is responsible for working with clients to understand their business requirements and translating them into technical solutions on the Agency's ServiceNow platform (a.k.a. TECNow).
Under the direction of the IT General Manager of Customer Service, the ServiceNow CMDB Analyst will be experienced with ServiceNow implementations of ITSM and will have practical experience with the implications of sustaining those processes. The ServiceNow CMDB Analyst will be part of the TEC Customer Service project team focused on delivering successful customer outcomes on the ServiceNow platform.
The successful candidate will work independently as well as with both contractor and staff resources of different Units and Departments throughout the Agency to deliver services and work products including but not limited to:
A. JOB RESPONSIBILITIES:
• Work with business owners, project managers, design teams, operations teams, and our partners / supplier communicating between all key stakeholders to understand their business requirements and translate them into technical solutions on the ServiceNow platform.
• Develop and maintain business requirements documentation.
• Collaborate with developers, internal technical subject matter expert and business owners to ensure that technical solutions meet business requirements.
• Develop and deliver training to users on ServiceNow functionality.
• Ensure that ServiceNow solutions are properly documented and supported.
• Stay up to date with the latest developments in ServiceNow and share knowledge with the team.
• Work with the customer to ensure the configuration of ServiceNow meets their overall requirements including drafting technically focused user stories, acceptance criteria, testing strategy, and knowledge transfer.
• Resolve escalations from the service partners and handle stakeholders support requests as well as take ownership of issues and ensuring closure is achieved.
• Ensure new services have a fully developed end to end support structure, including processes, SLAs, and KPis.
• Provide fully documented services, which are updated and maintained throughout the life of the service.
• Represent the Operations teams at all project meetings to define and implement service acceptance criteria for both new and changing services.
• Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed service acceptance criteria.
• Ensure an effective set of performance metrics and service levels are delivered for new services.
• Create and maintain daily/weekly/monthly management and operational reports.
B. EXPERIENCE/QUALIFICATIONS:
• Experience working with clients to understand their business requirements and translate them into technical solutions on the ServiceNow platform.
• Strong understanding of ServiceNow architecture and development best practices.
• Experience with ServiceNow modules such as Incident Management, Change Management, Service Catalog, CMDB, and Asset Management.
• Strong analytical and problem-solving skills.
• Excellent communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Minimum of 4 years' experience
• Good understanding of IT service processes and technologies in line with ITIL best practice.
• Strong Project Management skills.
• Strong customer service skills.
C. HIGHLY DESIRABLE:
• PORT AUTHORITY OF NY & NJ EXPERIENCE
• ServiceNow certifications
• Project Management Certifications (PMP, CAPM, CPMP, MPM, etc.)
• ITIL Qualification (Intermediate certificate)
• Agile
3. WORK.HOURS
The normal workday for the ServiceNow CMDB Analyst will be 9 AM to 6:00 PM, Monday through Friday except for Port Authority observed holidays. The Contractor shall be on-site for an 8-hour workday, with a mandatory I-hour Lunch Break. Total billable hours per week shall not exceed 40 hours. All overtime must be pre-approved by the designated Project Manager before any work is performed.
4. TIME FRAME
It is anticipated that the project shall start on or about 12/18/2023 and expire on or about 12/18/2024.
We are a Minority and Women Owned Certified Agency; Pacetas Agency is an integrated management consulting firm providing professional services to Prime Vendors and other companies in staffing, recruitment, project management, and Event and Marketing Communications.