Senior Functional Analyst

8+ years of relevant functional/business analysis and IT service management experience, including incident/problem management and solution engineering.

Skills Required:

Ownership of the full incident/ticket lifecycle in ServiceNow: intake, research and troubleshooting, documentation, proposed resolution, coordination with the tech team, testing, deployment support, and customer follow-up/closure

ServiceNow ticket management across Incident, Change Management, and Configuration/Release Management modules

Root-cause investigation of user-reported functionality issues, with strong troubleshooting technique

Solution engineering, with working awareness of the underlying application/code logic to inform tech-team handoffs

Ability to triage and prioritize a backlog of open tickets and drive them to closure

Ability to lead and mentor a mid-level analyst on complex or escalated investigations

Work Breakdown Structure (WBS) / POA&M development, tracking, and on-time execution

Software testing: component/module, upgrade and enhancement, capacity, interface, performance, regression, stress, and integration testing

Test Plan development mapped to government-approved Functional Specifications, including positive/negative conditions and error handling

Functional Specifications (FS) documentation using Agency templates and standard naming conventions

Configuration Management support, including CM planning documentation and participation in Configuration Control Boards (CCBs)

Requirements gathering (functional, technical, interface) and design documentation traceability

Cost estimating support: verifying and analyzing customer requirement requests

Strong written and verbal communication with Government PMO stakeholders and end users

Education Required: Bachelor’s degree (BA/BS) with 8+ years of relevant experience

Bachelor’s degree (BA/BS) with 8+ years of relevant experience

Education Preferred:

Bachelor’s degree in Business Administration, Information Systems, or a related field ITIL 4 Foundation or higher

ITIL 4 Foundation or higher

ServiceNow Certified System Administrator (CSA)

CBAP (Certified Business Analysis Professional)

Certifications Required:

None specified

Certifications Preferred:

US Citizenship and the ability to obtain and maintain an active Secret or higher clearance, per contract requirements.

“ Outstanding Performance…Always!”

Our corporate motto represents our commitment to build long-term relationships with both our clients and our employees by providing the highest quality service in everything we do. We strive for excellence for our clients and for each other. We embrace the opportunity to hire individuals with new talents and fresh perspectives. Zantech offers competitive compensation, strong benefits, and a vacation package, as well as a fast-paced and exciting work environment. Come join our team!