[Hiring] ServiceNow Catalog Practice Lead @Empower AI Inc.

Role 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.

• Direct the delivery of new applications, modules, and enhancements in accordance with the Government-prioritized backlog.
• Direct the development using a Government-approved Agile framework.
• Lead the ITSM Platform Support and Application Development Team to continuously improve and manage the ServiceNow Catalog.
• Write user stories and acceptance criteria.
• Support User Acceptance Testing team to elicit, document, and define requirements from internal and external customers.
• Analyze current business processes and perform gap analyses.
• Identify solution alternatives and prepare documentation and briefing materials for Government stakeholders.

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.

Qualifications

• 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.

Requirements

• 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

• 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%.

Benefits

• Base salary range: USD $105,660.00/Yr. to USD $163,530.00/Yr.