ServiceNow Support Analyst

About Us

The North Carolina Department of Revenue is committed to excellence in tax administration, ensuring secure and efficient collection of revenue to fund vital public services. We are an employer of choice offering excellent benefits, competitive pay, professional development, and career advancement. Our dedicated team provides accurate information, achieves high compliance, and delivers innovative services with integrity and fairness. DOR is an equal opportunity employer hiring qualified candidates regardless of race, color, gender, national origin, religion, age, disability, or political affiliation.

Dept of Revenue

INFORMATION TECHNOLOGY

IT Business Systems Analyst I (NS)

DT07

The North Carolina Department of Revenue is committed to excellence in tax administration, ensuring secure and efficient collection of revenue to fund vital public services. We are an employer of choice offering excellent benefits, competitive pay, professional development, and career advancement. Our dedicated team provides accurate information, achieves high compliance, and delivers innovative services with integrity and fairness. DOR is an equal opportunity employer hiring qualified candidates regardless of race, color, gender, national origin, religion, age, disability, or political affiliation.

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* PLEASE NOTE:

THIS WILL CLOSE AT 11:59 P.M. THE DAY PRIOR TO THE END DATE LISTED ON THIS JOB POSTING***

The North Carolina Department of Revenue is recruiting for a Service Now Support Analyst. This position is responsible and accountable for defining and documenting requirements and solution designs for HR related services on Service Now and the agency’s document management system, Hyland OnBase, using agile methodology. The Service Now Support Analyst will perform analysis including business objectives and process review, functional requirements, design, and testing.

The artifacts to be developed must be accurate and detailed documents according to standard templates, using natural language. This position will work closely with HR staff, HR Liaisons/Business Partners, as well as other staff across the agency and is required to have an understanding of the business functions and technology components of the North Carolina Department of Revenue.

• Ability to lead and facilitate meetings to solicit and gather requirements with members of cross-divisional work groups; maintain positive and productive relationships with customers, peers, and superiors.
• Ability to assist with analyzing current processes, improvements, and procedures that create future configurations which lead to gains in efficiency and cost savings.
• Experience working with the agile methodology as it relates to software development.
• Experience as a Scrum Master in a software development environment developing user stories and grooming, reviewing backlogs, facilitating planning sessions and conducting sprint reviews.
• Minimum 2 years experience as an analyst performing use case development, requirements definition, and high level solution design.

Recruitment Range: $70,528 - $94,000

Effective July 1, 2025, candidates now meet the minimum qualifications of a position if they have the minimum education and experience listed from the class specification. The knowledge, skills, and abilities listed in the vacancy announcement should be used as management preferences and be used to screen for the most qualified pool of applicants.

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through…