SERVICENOW CATALOG PRACTICE LEAD

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Description

Empower AI is seeking a ServiceNow Catalog Practice Lead to direct the ITSM platform (ServiceNow) development for a Department of War agency supported by an enterprise IT Customer Support Services program. The primary outcome for this position is the timely delivery of high-quality, secure, and effective solutions on this platform that automate processes and improve the user experience. You will direct the delivery of new applications, modules, and enhancements in accordance with the Government-prioritized backlog. You will direct the development using a Government-approved Agile framework. The lead directs the ITSM Platform Support and Application Development Team to continuously improve and manage the ServiceNow Catalog. The lead also directs the development team, writing user stories and acceptance criteria and supporting User Acceptance Testing team to elicit, and document, and defines requirements from internal and external customers, analyzes current business processes and performs gap analyses, identifies solution alternatives, and prepares the well-formed documentation and briefing materials that enable Government stakeholders to make informed decisions about new IT initiatives.  This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A REMOTE ROLE WITH UP TO 20% OF TRAVEL INVOLVED.

JOB DUTIES:

• Communicate and collaborate with internal and external customers to elicit, analyze, and document requirements for new IT capabilities, producing draft system requirements specifications, use cases, and user stories with acceptance criteria.
• Analyze current business processes, develop process maps, conduct gap analyses, and identify and evaluate relevant solution alternatives to meet customer needs, documenting findings for Government review.
• Conduct market research on industry trends and emerging technologies as required to inform IT artifacts, alternatives analyses, and implementation plans.
• Develop and maintain a user-friendly Service Catalog and support the accuracy of the Configuration Management Database (CMDB) on the ITSM platform (e.g., ServiceNow) as directed by the Government
• Prepare briefing materials, metrics, and reports for Program Management Reviews, agency governance boards, and technical forums in support of governance activities.
• Support the ITSM platform development backlog by refining requirements into user stories, participating in sprint planning and demonstrations, and supporting User Acceptance Testing and stakeholder acceptance.
• Support integration efforts as capabilities are implemented, including participation in UAT, and assist in drafting user communications and training materials.
• Track the status of all Catalog projects and provide status summaries for the Monthly Customer Support Activity Report; maintain requirements traceability and analysis documentation.
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Qualifications

REQUIREMENTS:

• Bachelor's degree and a minimum of 4 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 3 years of experience as a business analyst, systems analyst, or requirements analyst on IT projects.
• Demonstrated experience eliciting and documenting requirements, developing process maps and gap analyses, and preparing alternatives analyses or business cases.
• Experience writing user stories and acceptance criteria and supporting UAT in an Agile environment.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Visio) and collaboration tools; ability to produce polished briefing materials.
• Strong analytical, facilitation, written, and verbal communication skills.
• Ability to work with technical and non-technical stakeholders at all levels.

DESIRED SKILLS:

• IIBA CBAP/CCBA or ECBA, PMI-PBA, or Certified Scrum Product Owner; ITIL 4 Foundation.
• Experience with ServiceNow (requirements for Service Catalog, workflows, portal) or another enterprise ITSM platform.
• Experience supporting Department of War (DoW), DoD, or other Federal IT governance and capability request processes (DoDI 5000.82, DoDI 8115.02).
• Experience conducting market research and preparing Rough Orders of Magnitude (ROMs) or cost-benefit analyses.
• Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• Familiarity with Power BI and data analysis to support requirements.

PHYSICAL REQUIREMENTS:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 25 pounds
• Travel by land or air transportation 20 %

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.

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