SYSTEMS PROJECT ANALYST (WORKING TITLE: SERVICENOW (SNOW) ANALYST) - 43000310

Requisition No: 883065 

Agency: Financial Services

Working Title: SYSTEMS PROJECT ANALYST (WORKING TITLE: SERVICENOW (SNOW) ANALYST) - 43000310

 Pay Plan: Career Service

Position Number: 43000310 

Salary:  $70,000.00 - $90,000.00 

Posting Closing Date: 09/17/2026 

Total Compensation Estimator Tool

*****OPEN COMPETITIVE EMPLOYMENT OPPORTUNITY*****

CLASS TITLE: SYSTEMS PROJECT ANALYST

WORKING TITLE: SERVICENOW (SNOW) ANALYST

DIVISION: PALM PROJECT

CITY: TALLAHASSEE

COUNTY: LEON

What is the Florida PALM Project?
The Florida PALM Project is an enterprise project to replace the State of Florida’s legacy accounting, payroll, information warehouse, and cash management systems, using an enterprise resource planning solution. The replacement of the cash management systems, known as the CMS Wave, was completed in July 2021. The next major implementation, the Financials, Payroll, and Data Warehouse / Business Intelligence Wave, is currently underway and scheduled for Go-Live in January 2027. The Department of Financial Services is leading this statewide initiative, which impacts stakeholders and users of the State’s financial data, including all State agencies.

Who are we?
We are an innovative team of experts specializing in financial operations, business analysis, project management, change management and stakeholder relations. Working as part of the team at Florida PALM provides a great opportunity to be part of a mission-driven organization that strongly supports its employees’ professional growth and development through training opportunities and knowledge sharing. You will also be able to see your work directly supporting the transformation of business processes for the Florida State government.

Why work with Florida PALM?
Florida PALM is the State of Florida’s next-generation financial management platform, built on PeopleSoft, a technology that is used by national and international organizations across many industries to support a broad range of business and accounting functions.

Florida PALM is already a valuable part of Florida’s financial management processes. Since the CMS Wave Go-Live, the Florida PALM Solution Center has supported over 1,000 users across 35 agencies.

The next implementation will expand to over 3,000 users and integrate with more than 200 business systems, covering all major financial processes such as accounting, budgeting, payroll, and reporting.

Following this rollout, a dedicated support team will maintain and enhance the system through regular updates and new capabilities. Members of the Florida PALM Team experience valuable professional growth opportunities in areas like technology, project management, and change management – equipping them with skills that are highly transferable.

Check out this “We are Hiring” flyer, located on our Project Team page, for more helpful information.

To learn more about the Florida PALM Project Team, visit our Project Team page:

https://myfloridacfo.com/floridapalm/project-team

Five (5) years of relevant work experience in Information Technology is required. A post-secondary degree from an accredited university in a relevant discipline (i.e., Information Technology, Management Information Systems, Computer Science) may be used as an alternative for the years of experience on a year-for-year basis.

Additional requirements:

• Minimum of five (5) years as a Business Analyst.
• Proven skills in requirement gathering, process design, testing, and solution implementation.
• Experience analyzing, investigating, and resolving functional issues in an environment.

• Experience building dashboards and reports to monitor ServiceNow performance, analyze usage data, and provide insights for continuous improvement.

Preferences:

• Experience as a Business Analyst in ServiceNow.
• Knowledge of ServiceNow best practices and ongoing knowledge of the latest ServiceNow features.
• Proficiency in ServiceNow modules.
• Knowledge of PM/Agile concepts.
• Experience writing detailed documentation around processes, procedures, and day-to-day tasks.

• Solid understanding of the application development process including requirements analysis, quality assurance, design, scheduling, implementation, issue tracking, version control, and deployment.
• Working knowledge of standard Microsoft Office applications Word, Excel, PowerPoint, and Outlook.

Minimum Qualifications for this position include the following REQUIRED ENTRY LEVEL KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent communication skills (Written and Verbal)
• Strong analytical and problem-solving skills, including the ability to analyze and interpret technical data.
• Ability to plan, organize and conduct workshops, seminars, and training classes
• Ability to work with business users to gather and analyze system requirements.
• Ability to troubleshoot and resolve problems with existing applications.
• Knowledge of ITSM internal components (Business Rules, Reports, Dashboards, Workflows, Notifications)
• Knowledge of PM/Agile concepts.

SPECIAL NOTES:

In order to be considered for this position, applicant responses to the qualifying questions, and work experience must be clearly defined within your work history, or the application may not be considered for the position.

To maintain fairness and integrity, applicants are required to provide honest and authentic responses during all stages of the evaluation and selection process. Applicants must rely on their own personal knowledge, thoughts, and impressions. A candidate’s use of Artificial Intelligence (AI) tools to answer qualifying questions or participate in interviews will be taken into consideration when determining qualification for the position.

Salary Range - $70,000.00 - $90,000.00

Employees of the Department of Financial Services are paid on a monthly pay cycle.

This position requires a security background check, including fingerprint as a condition of employment.

Responses to qualifying questions must be clearly supported by the state application and any omission, falsification, or misrepresentation in the answering of the qualifying questions will be cause for immediate elimination from the selection process.

BRIEF DESCRIPTION OF DUTIES:

This is professional technical work responsible for the functional and physical attributes of the configuration items for the Department of Financial Services.  Incumbent duties include, but are not limited to:

This position is responsible for analyzing, designing, and implementing business processes and workflows within the ServiceNow platform. This role bridges the gap between business stakeholders and IT teams, ensuring that ServiceNow solutions meet organizational goals and operational needs. This will include (but is not limited to) supporting process such as Case, Incident, Problem, Change, Configuration Management Database(CMDB). Service Catalog, Knowledge, Service Portal and other service modules. This includes working directly with end users to investigate, troubleshoot, and resolve support issues.

In addition, the ServiceNow Analyst performs design and implementation tasks like requirements gathering, configuration and testing. The Analyst partners with users to create and modify process workflows, reporting, and dashboards in addition to developing knowledge and process documentation. Additionally, the Analyst stays abreast of new features and functionality, playing a key role in driving continual improvement.

Specific Duties:

The ServiceNow Analyst plays a critical role in the design, operation, and continual improvement of the ServiceNow platform used by the Florida PALM Project. Specific duties include:

Assist in configuring the ServiceNow platform to meet business requirements. Duties include requirements analysis and design, process design and improvement, solution implementation, and stakeholder management relating to ServiceNow. Duties also include keeping the ServiceNow Admin Guide, ServiceNow Tech Guide, and ServiceNow Training materials current and up to date based on changes implemented. Create and maintain workflows, reports, and dashboards to meet the business needs of end users. Provide support and troubleshoot ServiceNow related issues and incidents. Stay up to date with the latest ServiceNow features and enhancements, recommending and implementing improvements to optimize platform usage.

Supports activities with Florida PALM end users to timely share Florida PALM information.  This includes identifying support needs through collaboration with Project team members and agency end users; participating in end user meetings and engagement activities; and drafting Solution Center related communications.

This position may be asked to support the development of work products, deliverables, and communications, and collection of solution center metrics as needed.

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended, or deemed ineligible depending upon the date of your retirement.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE.  Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.  Certain service members may be eligible to receive waivers for postsecondary educational requirements.  Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.  Veterans’ Preference documentation requirements are available by clicking here.  All documentation is due by the close of the vacancy announcement.