Performs analytical analysis including business objectives and process review, function design and testing of assigned special projects. Understands the business functions and system needs of various sections, to develop specifications and business requirements. This work involves establishing and maintaining relationships with state agency stakeholders and project team members, such as: DAC, DPS, SCP, DIT, etc. to optimize and streamline processes. The role requires an understanding of the business functions, technology components and strategic goals of State government.
MAJOR DUTIES AND RESPONSIBILITIES:
Serve as ServiceNow ITSM and process improvements technical point of contact.
Demonstrate proficiency in ServiceNow platform functionalities and capabilities, including ITSM, ITOM, HRSD, and CSM modules.
Display willingness to be adaptable, research independently and consistently process complex information quickly.
Effectively collaborate with stakeholders to gather, analyze, and develop detailed documents to reflect business requirements and process improvement solutions.
Work closely with department subject matter experts (SMEs) by utilizing ITIL, Kaizen and Lean Six Sigma concepts to define, implement and test catalog items to streamline the variety of internal process workflows across DAC, DPS, SCP, etc.
Interface well with DIT, MIS, Institutions, Correction Enterprise, HR, Combined Records, Facility Management, etc. to design and implement process improvement efforts.
Continuously evaluate and enhance accessibility and usability of the agencies Self-Service Portals.
Create intricate reports and perform data analysis to assist management with identifying trends, balancing workloads, and improving data integrity.
Prepare and facilitate technical training videos for IT staff as well as customers on an ongoing basis.
Mentor Special Projects intern and others on ServiceNow and ITIL best processes.
Assist management with project coordination and act as backup when required.
Display a basic understanding of software development lifecycle (SDLC) and Agile methodologies.
Exhibit knowledge of MS Office, process modeling tools and MS Power Suite (e.g., Power Automate)
Required/Desired Skills| Skill Required /Desired Amount of Experience | |||
| Must be a team player and communicate effectively with others both orally and in writing | Required | 3 | Years |
| Has both Level-2 IT customer service and technical support skills | Required | 3 | Years |
| Listen effectively and gather technical requirement from end users and technical staff | Required | 2 | Years |
| Possesses skills to investigate, enter, update, and analyze incident and request tickets for completeness and proper cataloging | Required | 2 | Years |
| Skilled at writing and updating user documentation | Required | 2 | Years |
| Capable of producing and providing training | Required | 2 | Years |
| Skilled in updating processes such as the IT Incident Management process and other Information Technology Service Management (ITSM) process | Required | 2 | Years |
| No. Question | |
| Question1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement? |
| Question2 | Please list candidate s email address. |
| Question3 | Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment. |
| Question4 | Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement? |
| Question5 | Vendor must notify the agency if any portion of the requirements listed in this task order is to be outsourced to other countries. Do you accept this requirement? |
| Question6 | Candidates submitted above the rate of $$$ will not be considered. Do you accept this requirement? |
| Question7 | Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement? |
| Question8 | Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm? |
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