| Job Title | Business Analyst (ITSM Process & Requirements) | ||||||||
| Client Company/Dept. Name | CalHFA | ||||||||
| Address | 500 Capitol Mall, Suite 1400 | City Name | Sacramento | State Name | CA-California | Zip Code | 95814 | If others (Address) | |
| Duration of the project | Project Start Date | 11/1/2026 | Project End Date | 1 | Due date for Resume submission | 9/22/2026 | |||
| No. of Openings | 1 | No. of Maximum Submissions | 1 | ||||||
| Job Description | Key Responsibilities • Discovery & process analysis: run workshops to document current-state processes (incident, problem, case, asset, onboarding/offboarding) and produce ITIL-aligned recommendations. • Requirements management: elicit and document detailed functional requirements across Incident/Request/Problem, SLA/OLA/XLA, Self-Service Portal, Case Management (HR/Finance), Change/Release, CMDB, Service Catalog, and Knowledge Management. • Discovery deliverables: support the licensing/use-case discovery questionnaire and Discovery Workbook (agent counts, ticket volumes, integration endpoints, service catalog scope). • CalHFA-specific playbook: co-author the CalHFA-specific workflow playbook and admin guides delivered as part of training and knowledge transfer. • UAT support: translate approved requirements into UAT test scenarios and validate results with CalHFA business stakeholders. | ||||||||
| Skill set info | Required Qualifications — Mandatory 7+ years business analysis experience; 4+ years on ITSM/ServiceNow engagements • Minimum 4 years as a Business Analyst on ServiceNow or comparable ITSM implementations, including at least one California state or local government client. • Prior experience gathering and documenting requirements for a U.S. public-sector agency, including experience translating legacy/home-grown systems into modern ITIL-aligned processes. • Demonstrated experience facilitating cross-departmental workshops (IT, HR, Finance) and producing detailed process/workflow documentation. Preferred Qualifications • ITIL v4 Foundation certification. • Experience with role-based data segregation requirements (e.g., HR confidentiality) in a shared-platform environment. | ||||||||
| Education | |||||||||
| Certifications (if required) | |||||||||
| Documentation Required for submission | Resume | ||||||||
| Work Hours | |||||||||
| Account Manager Name (Proposal Team) | |||||||||
| Work authorization required | US Citizen Only | ||||||||
| Relocation is accepted | No | ||||||||
| Remote work | No | ||||||||
| Additional Notes if any | Hybrid | ||||||||
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| Location | Sacramento, CA |
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