Service Catalog Manager

Seize your opportunity to make a personal impact as a Functional Analyst Sr supporting the transformation of our customer’s service catalog platform. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.
 
At GDIT, people are our differentiator. As a Functional Analyst Sr, you will help ensure today is safe and tomorrow is smarter. Our work depends on Functional Analyst Sr Advisor joining our team to support the Department of State consolidated IT services organization transform their ServiceNow environment to deliver exceptional support and service to their customer base.

Responsibilities include:

• Leads department effort to improve ServiceNow functions and capabilities in support of large IT tier 1 and 2 support organization
• Perform continuous “as is” and future state “to be” assessment of client ServiceNow platform catalog items, document process flow charts and documentation, proposes, submits and tracks enhancements.
• Works across teams to identify new opportunities to capture workflows and move them onto ServiceNow platform.
• Identifies new requirements and improvements to existing processes and workflows.
• Develop stories and requirements that support enhancement requests.
• Coordinates and directs functional testing of enhancements.
• Support and contribute to the Agile Release Train by identifying and implementing ServiceNow improvements iteratively.
• Works with customers to provide accurate ServiceNow reporting.
• Support and collaborate heavily with Configuration Management to ensure ServiceNow processes are aligned with customer needs.
• Interprets, analyzes, and transforms data from various sources to ensure data integrity between systems.

• Support development of business cases based on high-level requirements and business objectives leveraging quantitative cost/benefit analysis methods to demonstrate business value and solution proposal viability to include cost of technical solutions that satisfy the requirements of IT investment requests. 
• Assist in the definition of implementation plans by collaborating with project team members including project managers and other stakeholders and subject matter experts.
• Respond to technical questions and research requests from the customer CCS Director and division leads.
• Advise on process/application modernization initiatives and process improvement efforts.
• Coordinate “reach back” with technical subject matter experts (SME) within GDIT to obtain specific knowledge or expertise to address technical issues.
• Develop and review technical proposals.
• Writes and updates project documentation including procedures, presentations, and training materials.
• May serve as a mentor to less experienced analysts.
• May serve as team or task lead. (Not a people manager)
• Generates recommendations in the form of briefings, reports, and other major documents provided to senior level client personnel.

WHAT YOU’LL NEED TO SUCCEED:

• Education: Bachelor of Arts/Bachelor of Science
• Required Experience: 5+ years of related experience
• Required Technical Skills:
  • Strong understanding of ServiceNow platform
  • Basic understanding of SAFe practices
  • Basic understanding of ITIL 4 practices
  • Experience working in a SAFe environment
• Security Clearance Level: Secret
• Required Skills and Abilities:
  • Strong communication skills. Ability to present updates to the customer
  • Strong analytical skills. Ability to analyze various sources of data and validate data integrity
  • Strong problem-solving skills. Ability to develop short-term and long-term solutions that would overall improve the Service Catalog
• Preferred Skills:
  • Experience tracking process improvements iteratively using SAFe methodologies
  • ITIL 4 Foundations certification
  • ServiceNow System Administrator certification
  • SAFe Agilest certification
• Location:  Hybrid, Washington DC
• US Citizenship Required

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays