Senior Functional Analyst

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Provide support for the DLA Disposition Integration Web (DIW) Program.

• Manage incidents from start to finish in ServiceNow, ensuring customer resolution.

• Oversee Incident, Change Management, and Configuration/Release Management tickets.

• Investigate and devise solutions for complex or escalated ticket issues.

• Prioritize and manage the ticket backlog to minimize open tickets.

• Guide and offer technical direction to the Mid-Level Functional Analyst.

• Assess user requirements and identify functional and cross-functional needs.

• Engage in the development and execution of Work Breakdown Structure (WBS) and POA&M.

• Conduct various types of testing including component, upgrade, enhancement, capacity, interface, performance, regression, stress, and integration testing.

• Create Test Plans that encompass both positive and negative scenarios, error management, and performance stress testing.

• Assist in developing Functional Specifications using Agency templates and naming conventions.

• Support the Configuration Management processes and participate in Configuration Control Boards.

• Collect requirements and maintain documentation traceability for design.

• Aid in cost estimation processes.

• Suggest enhancements for application performance.

• Collaborate with system/database administrators to resolve production and sustainment challenges.

• Address production issues and contribute to service recovery or system restart.

⛳️ Requirements

• Over 8 years of relevant experience in functional/business analysis and IT service management, specifically in incident/problem management and solution engineering.

• Proven ownership of the complete incident/ticket lifecycle within ServiceNow.

• Experience in managing ServiceNow tickets across Incident, Change Management, and Configuration/Release Management modules.

• Proficiency in root-cause analysis and adept troubleshooting techniques.

• Expertise in solution engineering with a solid understanding of underlying application/code logic.

• Capacity to triage and prioritize open ticket backlogs, driving them to resolution.

• Ability to mentor and lead a mid-level analyst effectively.

• Experience in developing and executing Work Breakdown Structures (WBS) / POA&M on schedule.

• Familiarity with various software testing methods: component/module, upgrade and enhancement, capacity, interface, performance, regression, stress, and integration testing.

• Competence in formulating Test Plans aligned with government-approved Functional Specifications.

• Proficient in documenting Functional Specifications using Agency templates and standard naming conventions.

• Experience providing Configuration Management support and participating in Configuration Control Boards (CCBs).

• Skilled in gathering functional, technical, and interface requirements while ensuring documentation traceability.

• Experience in providing cost-estimating support.

• Excellent written and verbal communication skills with Government PMO stakeholders and end users.

• Bachelor's degree (BA/BS) with over 8 years of relevant experience.

• US citizenship is required.

• Capability to obtain and maintain an active Secret or higher security clearance.

• ITIL 4 Foundation or higher, ServiceNow Certified System Administrator (CSA), and CBAP certifications are preferred.

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits package.

• Generous vacation policy.

• Dynamic and stimulating work atmosphere.