Systems Analyst 3

Systems Analyst

ITIL Remedy/ServiceNow integrator. We are looking for a Service Management Process owner to provide leadership and develop and manage projects which promote IT Service Management principles and guide Infrastructure and Operations maturity using Service Management methods.

Candidate Skills and Qualifications

Minimum Requirements:

Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

Years - Required/Preferred - Experience

• 8 - Required - Experience with ITSM and ITIL governance processes.
• 8 - Required - Ability to think and act both strategically and tactically and know when to apply each type of action.
• 8 - Required - Very strong communication skills: oral, written, presentation and facilitation.
• 8 - Required - Technical understanding with ability to translate into business concepts.
• 8 - Required - IT Service Management knowledge beyond theory. He/she has held roles which implement IT best practices.
• 8 - Required - Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels.
• 8 - Required - The ability to bring together and work with a team of people with varied backgrounds business analysts, technical experts, process owners - to articulate and remedy service level issues.
• 8 - Required - A good understanding of IT Outsourcing and Managed Services.
• 8 - Required - Statistical, numerical and analytical principles and processes.
• 8 - Required - Innovative thinking with service quality, and its improvement, within limits of costs and business direction.
• 8 - Required - Adhere to Project Management best practices
• 8 - Required - Experience with ITSM service tools, ServiceNow, and Remedy.

Preferred:

• 5 - Proficient in the use of Remedy On Demand
• 4 - IT Service Management certification ITIL V3 or V4
• 4 - PMP Certification
• 4 - Business Process Engineering
• 4 - Technical Writing/Formal documentation skills
• 4 - Experience with ServiceNow in use with supporting external business partners. Experience with Cloud service provider AWS.
• 3 - Training experience
• 1 - Experience with ServiceNow security operations. Experience with DevOps tools (Jira, Gitlab, etc.)

Terms of Service

Services are expected to start 01/20/2025 and are expected to complete by 08/31/2025. Total estimated hours per Candidate shall not exceed 1500 hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.

Work Hours and Location

Services shall be provided during normal business hours unless otherwise coordinated through the Texas Health and Human Services Commission. Normal business hours are Monday through Friday from 8:00 AM to 5:00 PM, excluding State holidays when the agency is closed. The primary work location(s) will be at 701 W. 51st, Austin, Texas 78751. The working position is Telework. Any and all travel, per diem, parking, and/or living expenses shall be at the Candidate's and/or Vendor's expense. Texas Health and Human Services Commission will provide pre-approved, written authorization for travel for any services to be performed away from the primary work location(s). Pre-approved travel expenses are limited to the rates and comply with the rules prescribed by the State of Texas for travel by its classified employees, including any requirement for original receipts. The Candidate(s) may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over 40 hours will be at the hourly rate quoted and must be coordinated and pre-approved through Texas Health and Human Services Commission.