Enterprise Technology Services Analyst

Enterprise Technology Services Analyst (Desktop Software Delivery Project)

Location: REMOTE (Pensacola, FL, Vienna, VA or San Diego, CA)
Hours: Monday - Friday, 8:00 am to 4:30 pm EST

Pay Rate: Open to Both C2C and W2 options

Position Type: Multiyear Contract

The Desktop Automated Software Delivery Project is focused on expanding software titles to the application catalog in Software Center and the Service Catalog, data synchronization with ServiceNow, and further automating software delivery for our growing customer base.

Key Responsibilities:
Collaborate with the project team and developers to:
• Increase self-service options for automated software delivery.
• Create standardized catalog details/descriptions to educate customers and improve user experience.
• Participate in Agile sprints, including writing stories, documenting requirements, and conducting UAT testing.
• Work with the Product Owner to prioritize tasks based on business value and technical complexity.
• Maintain a comprehensive, accurate product backlog with detailed requirements, ensuring readiness for upcoming sprints.
• Automate the fulfillment and tracking of licensed software.
• Track licenses and create alerts based on availability.
• Develop a workbench to build presentation agendas for ServiceNow RITM/SCTASKs for new desktop software.
• Trigger automated workflows for software requests, increasing the application catalog's automated delivery/fulfillment rate.
• Enable users to order all desktop software currently restricted or requiring Service Desk submission.
• Develop reports and dashboards for software fulfillment.
• Complete development and testing based on prioritized candidates; execute communication, training, and implementation plans.
• Provide customers with easy access to an approved software list and develop workflows to validate new software requests.
• Assess ITAM, CMDB, and SCCM data for field validation, clean-up, and correlation of data elements.
• Engage stakeholders and ISD groups, gather feedback, and gain approval for project milestones.
• Monitor implemented solutions to ensure effectiveness and efficiency.

Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in IT project management, specifically in desktop software delivery, software packaging, automation, and customer experience.
• Strong knowledge of ServiceNow, MyIT, MECM, Windows Software Center, MacOS, Windows, and Citrix applications.
• Proven experience in data analytics and metrics reporting.
• Proficiency in developing reports and dashboards using ServiceNow and Microsoft Suite.
• Excellent communication and stakeholder management skills, with the ability to negotiate and report statuses and findings.
• Understanding of Agile Project Management methodologies and Scrum Framework.
• Experience writing and prioritizing user stories, ensuring timely delivery.
• Strong problem-solving skills and attention to detail.
• Self-starter with a positive attitude and willingness to hit the ground running.
• Diplomatic in exchanging information and addressing sensitive issues.

Preferred Qualifications:
• PMP or similar project management certification.
• Experience with ITAM, CMDB, and SCCM/MECM data management.