Business Analyst with ITSM / Servicenow

Position       :         Business Analyst (ITSM Process & Requirements)

Location     :          Sacramento , CA

Client           :         CalHFA

Position id  :         26-05371

Job Description

Key Responsibilities
• Discovery & process analysis: run workshops to document current-state processes (incident, problem, case, asset, onboarding/offboarding) and produce ITIL-aligned recommendations.
• Requirements management: elicit and document detailed functional requirements across Incident/Request/Problem, SLA/OLA/XLA, Self-Service Portal, Case Management (HR/Finance), Change/Release, CMDB, Service Catalog, and Knowledge Management.
• Discovery deliverables: support the licensing/use-case discovery questionnaire and Discovery Workbook (agent counts, ticket volumes, integration endpoints, service catalog scope).
• CalHFA-specific playbook: co-author the CalHFA-specific workflow playbook and admin guides delivered as part of training and knowledge transfer.
• UAT support: translate approved requirements into UAT test scenarios and validate results with CalHFA business stakeholders.

Skill set info

Required Qualifications — Mandatory

7+ years business analysis experience; 4+ years on ITSM/ServiceNow engagements
• Minimum 4 years as a Business Analyst on ServiceNow or comparable ITSM implementations, including at least one California state or local government client.
• Prior experience gathering and documenting requirements for a U.S. public-sector agency, including experience translating legacy/home-grown systems into modern ITIL-aligned processes.
• Demonstrated experience facilitating cross-departmental workshops (IT, HR, Finance) and producing detailed process/workflow documentation.
Preferred Qualifications
• ITIL v4 Foundation certification.
• Experience with role-based data segregation requirements (e.g., HR confidentiality) in a shared-platform environment.