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Freddie Mac
Service Now Functional Business Analyst (Application Support Senior)
Direct Hire
Senior
ServiceNow Role Type:
Business Process Analyst
ServiceNow Modules:
Change Management
Configuration Management Database
IT Service Management
Incident Management
Knowledge Management
Reporting and Analytics
Service Portal
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - Discovery
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
May 30, 2025
The ServiceNow Functional Business Analyst (Application Support Senior) will support the ServiceNow Request Management (Catalog – Self Service Portal) and Knowledge modules. The role involves conducting stakeholder working sessions, requirements gathering and refinement, creating and maintaining catalog items, self-service portal, managing workflows for requests, ensuring service delivery aligns with SLAs, and often includes reporting and analytics.
Requirements
- 5+ years of fast-paced IT service management environment, understanding of intake request process lifecycle
- Experience with leading requirements sessions, understanding inputs and outputs, best practices of parameters for the SN platform
- Strong knowledge of ITIL and ITSM concepts such as Service request management (Catalog) and Knowledge Management Change Management, Configuration Management/CMDB
Benefits
- Comprehensive total rewards package to include competitive compensation and market-leading benefit programs
- Annual incentive program
Requirements Summary
5+ years of experience in IT service management, excellent analytical and communication skills, and knowledge of ITIL and ITSM concepts
Apply now
McLean
|
Virginia
United States
Senior
In-Person
Full Time
107000-161000 USD/year
