ServiceNow SecOps Engineer

ResiliEnt Business Solutions is seeking an experienced ServiceNow Business Analyst on behalf of our client, The Florida Department of Revenue, to lead business analysis, requirements management, stakeholder engagement, and business process improvement activities supporting the Department's enterprise ServiceNow implementation. The selected consultant will work closely with business and technical stakeholders to analyze current processes, define business requirements, validate solutions, and ensure the ServiceNow platform supports the Department's operational and strategic objectives. Initial efforts will focus on the implementation of Incident Management, Service Request Management, and the Employee Center, followed by continued support for additional ServiceNow capabilities, including IT Service Management (ITSM), Case Management, Configuration Management Database (CMDB), Common Service Data Model (CSDM), IT Operations Management (ITOM), reporting and analytics, service portfolio and catalog management, platform governance, integrations, organizational change management, training, and other current or future ServiceNow capabilities. The consultant will collaborate with Department leadership, the Product Owner, Platform Owner, business stakeholders, technical teams, implementation partners, and vendors to ensure business requirements are accurately defined, documented, approved, and successfully implemented. The Department reserves the right to reprioritize work assignments based on business needs, project priorities, and implementation sequencing.

Scope of Work Required consultant experience provided by Contractor, shall include:

• Minimum five (5) years of business analysis experience supporting enterprise technology implementations.
• Minimum three (3) years supporting ServiceNow implementations or platform enhancements.
• Experience eliciting, documenting, validating, and managing business and functional requirements.
• Experience facilitating stakeholder workshops and requirements sessions.
• Experience documenting business processes, workflows, and functional specifications.
• Experience supporting solution validation and user acceptance testing.

Preferred Experience:

• Experience implementing multiple ServiceNow products or modules.
• Experience supporting ITSM, Case Management, CMDB, ITOM, Employee Center, or related ServiceNow capabilities.
• Experience with business process improvement methodologies.
• Experience supporting organizational change management and user adoption.
• Experience working within a public sector or government environment.

Required Duties and Responsibilities of Consultant shall include but are not limited to:

• Lead business requirements elicitation and analysis activities.
• Facilitate meetings and workshops with business and technical stakeholders.
• Analyze current business processes and identify opportunities for improvement within approved project scope.
• Develop business, functional, and non-functional requirements.
• Prepare process flows, user stories, use cases, and supporting documentation.
• Coordinate business validation and requirements approvals.
• Support solution demonstrations and stakeholder reviews.
• Assist with system testing, user acceptance testing, defect tracking, and solution validation.
• Develop and maintain requirements traceability throughout implementation.
• Support communications, training, organizational adoption, and continuous improvement initiatives.

Other Duties

• Follow all Department, ISP, and team-defined standards and procedures.
• Perform other related duties as required.

Education/Certifications: Bachelor's degree from an accredited college or university in Information Technology, Business Administration, Computer Science, or a related field, or equivalent professional experience.

• Certified Business Analysis Professional (CBAP), PMI Professional in Business Analysis (PMI-PBA), or equivalent certification preferred.
• ServiceNow certification(s) preferred.
• ITIL Foundation certification preferred.

Deliverable(s)

• Business, functional, and non-functional requirements documentation.
• Process maps, workflows, use cases, and user stories.
• Requirements traceability matrix and change tracking.
• Stakeholder workshop facilitation and meeting documentation.
• Business validation and approval documentation.
• Support for system testing, user acceptance testing, and defect resolution.
• Knowledge transfer, process documentation, and training support, as applicable.

For applications and inquiries, contact:View email address on us.fitly.work