Functional Analyst

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.    Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.    Join us to drive positive, lasting change that moves missions and the government forward!  

Job Description:

Accenture Federal Services is seeking a dedicated ServiceNow (SNOW) Functional Analyst to serve as a critical bridge between our business stakeholders and our ServiceNow technical team. In a dynamic enterprise environment, your role will be to ensure our ServiceNow platform effectively meets business needs, drives process efficiencies, and maximizes user adoption. Your mission is to translate high-level business requirements and process improvements into actionable ServiceNow solutions, while championing best practices and optimal utilization of the platform. You will be the "Voice of the Customer" for our business users and the "Champion of Best Practices" for our ServiceNow development and administration teams.

The work you'll do:

• Work directly with business stakeholders and end-users to understand their pain points, process inefficiencies, and unique departmental needs within the ServiceNow platform.
• Identify where the current ServiceNow implementation can be enhanced or optimized and collaborate with ServiceNow developers and administrators to prioritize feature development and enhancements.
• Develop and execute strategies to optimize the utilization of various ServiceNow modules (e.g., ITSM, ITBM, CSM, HRSD, GRC, CMDB) and ensure successful user adoption.
• Support functional workflows across different ServiceNow modules, ensuring a consistent and intuitive user experience.
• Create comprehensive documentation, self-service guides, user manuals, and training materials that enable users to effectively leverage ServiceNow solutions.
• Establish formal mechanisms (e.g., surveys, working groups, office hours, feedback sessions) to ensure the ServiceNow roadmap stays aligned with the evolving needs of the business.
• Participate in testing and validation of new ServiceNow features, enhancements, and upgrades to ensure they meet functional requirements and user expectations.