Centurion, is seeking an experienced ServiceNow Business Process Consultant. This is a new position to be a part of our team supporting USAF Defensive Cyber Systems Program Management Office at Joint Base San Antonio. This position will support both internal and customer-facing projects involving the growth and sustainment of an enterprise service desk suite of tools specifically, ServiceNow. The ServiceNow BSA will work with the ServiceNow team to deliver solutions and day-to-day operations that ultimately ensure seamless support of the USAF to support an enhanced ServiceNow solution and end user experience.

Primary Responsibilities:
Initiate and implement the ServiceNow workshop to enlighten the organization on the need for following ITSM best practices in implementing all IT services and requirements.
Communicate the value of a Center of Excellence for the ServiceNow platform and how to manage platform demand from idea to implementation.
Define and document the impact the ServiceNow solution will have on the organization’s ability to operate and transform their business.
Manage and communicate process and business requirements to ensure the proposed solutions meet the client expectations.

• Be local to the San Antonio area and able to report on-site.
• Work closely with our customers and other stakeholders to obtain ServiceNow requirements.
• Lead the team in generating, enhancing, implementing and executing systems engineering and team processes, plans and procedures.
• Lead the team in working with stakeholders to analyze the business and technical needs for ServiceNow ITSM and other ServiceNow modules/functionality to define and document the needed system and software requirements in the form of user stories, use cases, roadmaps and other programmatic status reporting.
• Lead the successful completion of requirement definition and documentation within required program schedules.
• Follow the sprint cycles in JIRA and update stories/work accordingly.
• Lead monthly, interim and out of cycle releases.
• Perform administrative functions as needed.
• Accomplish all tasks via a combination of individual hands-on effort and leadership of ServiceNow team members in the performance of these tasks.
• Lead team activities as needed, including those that are part of the Agile process such as scrum meetings.
• Support team activities and review work products to ensure implementation and testing is consistent with requirements and meets business needs.
• Provide status of team activities to management as needed.
• Mentor and develop team members, particularly in the areas of systems engineering, business analysis, requirements generation and associated ITIL and Agile best practices.
• Receive a moderate level of guidance and direction, able to work independently and in a team setting.
• No direct supervisory responsibilities but they may need to provide guidance/instructions to employees on the team when requested by other Developers, Solutions Architect/Technical Lead or Management.

Required Experience, Skills, and Education:

• Bachelors degree in relevant field with a minimum of 4 years experience or Masters degree in relevant field with a minimum of 2 years experience. Additional years of experience and/or relevant certifications will be considered in lieu of degree.
• Must be a U.S. Citizen, clearable.
• Minimum of 2 years’ experience writing stories and strong knowledge of the ServiceNow platform particularly ITSM, HAM, SAM, CMDB, ITOM and SPM capabilities.
• Business analysis experience, including working with customers and stakeholders to define system needs.
• Ability to interact positively, collaborate, and communicate appropriately with team members and internal and external customers.
• Experience with use of Agile methodologies for systems engineering, software development and/or testing.
• Systems engineering experience, including generation of systems and software requirements.
• Experience leading small to medium teams or projects.
• Experience establishing goals and plans that meet project objectives.
• Customer interface experience, working across multiple levels of internal and customer stakeholders and reaching consensus on complex technical solutions.
• Excellent communications and teamwork skills.

Preferred Experience, Skills, and Education:

• Knowledge and experience supporting DoD customers, specifically with commonly used DoD IT concepts, practices, and procedures.
• ServiceNow, ITIL v4, Agile and Jira Service Management certifications.
• Experience supporting the establishment of new operations and/or adoption of new capabilities.
• Knowledge of IATT / ATO processes for ServiceNow for a DoD customer.
• COMPTIA Security+ certification.