EPA’s End Users Services (EUS)
program requires a strong analyst to support SMO leadership in investigating
and coordinating the design and content of new IT processes and/or
reengineering of existing processes in order to mature EPA IT’s services on or
integrated with ServiceNow.
The position involves modeling
IT business functions, processes, information flows and data structures, using
methodical and consistent techniques.
The candidate will have the
opportunity to solve complex problems, design user-friendly interfaces, and
optimize processes through automation.
The candidate will participate
in the assessment of risk involved in new initiatives, activities and
technologies that change business service processes through
The successful candidate
is required to competently collaborate cross functionally with EUS Managers/Supervisors,
Technical Leads, Process Owners, Service Owners, and EPA Stakeholders.
This is a remote position.
Business Practice Reviews to perform current state analysis of existing systems
with various groups to elicit requirements and translate needs and high level
technical specifications via agile stories in ServiceNow. Includes carrying out
thorough investigation of requirements, and establishing possible interaction
between different existing and future systems. Advises leadership on possible
solutions for a particular problem/need, related costs and feasibility of such
and models business functions, processes, information flows and data
structures, using methodical and consistent techniques. Specify information
flows, processes/procedures, and data objects that will meet the business
requirements. Participate in defining, planning and justifying initiatives to
develop/implement automated and non-automated components of new or changed
operational requirements and problems, seeking effective solutions through
improvements in information systems, data management, processes/ procedures,
organization and equipment. Analyzes the underlying issues arising from
investigations into requirements and problems, and identifies available options
for consideration and participates in leadership meetings and presents issues
moderately complex solutions and/or modifications using agreed standards and
tools, to achieve a well-engineered result. Documents all work in accordance
with agreed standards.
with DevOps on configuring the ITSM tool (ServiceNow) to foster efficient and
effective IT operations for the delivered services.
DevOps and ensures implementation of designed standards/procedures where
information collection from many sources and maintains control of information
in an organized manner.
the relationships, dependencies and impact of neighboring business functions.
process documents and aid Process Owners with improvements to existing Plans,
Processes, and Work Procedures.
quality models such as IT Infrastructure Library (ITIL) to aid process design.
into a subject-matter expert who can easily liaise between IT and other
organizations at EPA.
collaborative partnerships and work effectively with cross-functional teams and
external business partners.
Required Education & Experience
Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience ; PhD or JD and four (4) years or more experience. May accept additional experience in lieu of degree.
years of relevant experience in performing work encompassed by this job
description within the IT setting.
years hands-on technical experience in ServiceNow.
managing multiple clients/stakeholders/projects simultaneously.
understanding of process development principles.
extensive understanding of business process and system requirements development
to build baseline documentation and create agile stories.
to create process flow diagrams based upon information provided by process
owners and stakeholders.
to drive the definition of process guidelines based upon stakeholder
requirements and process goals.
analytical and problem-solving skills.
to work independently in a remote environment, should be detail oriented, work
in a team environment.
to effectively articulate and present complex concepts and ideas to senior IT
management, functional and business teams. Excellent communication
(oral and written), presentation and organizational skills.
must be self-motivated, proactive, positive, and enjoy the challenges of
planning and solving problems in a complex and unpredictable work environment.
must be able to maintain records, meeting notes, and process materials for
several concurrent process development assignments.
to establish a solid working relationship with Service Delivery Managers, IT
Technical Subject Matter Experts, and technical staff.
the importance of other’s contributions to group accomplishments and
demonstrates this by showing willingness to learn from others, including those
who are less experience.
others, to get their perspective, background information and/or experience, and
proactively liaise with others to share relevant information.
solid program delivery and technical skills, have a proven track record in
delivery execution under aggressive schedule demands with competing
priorities. Proven ability to achieve results in a fast-paced, dynamic
environment with changing requirements—adapt quickly and constantly adapt to
to drive issues to closure and work well within a deadline-drive environment.
knowledge of several processes including, but not limited to Catalog
Management, Configuration Management, Incident Management, Service Portfolio
Management, Demand Management, and Change management.
understanding of the ITSM and industry best practices.
to make recommendations for changes and improvements to tools and processes.
ITIL V3 2011 Foundation Certification Required
ITIL V3 2011 Intermediate (desired)
ServiceNow Certification (desired)
Desired Qualifications, Skills, & Attributes
experience in ServiceNow.
Possess strong leadership,
communication, interpersonal skills as well as outstanding organizational
skill; Ability to collaborate with your peers
Able to work remotely with
cross-functional, multi-location teams
Knowledge and experience in
the Agile Software Development Lifecycle (SDLC)
Experience with or working
as an Agile/Lean Scrum Master.
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