BUSINESS ANALYST (ITSM PLATFORM REQUIREMENTS) (IT CUSTOMER SUPPORT SERVICES)

BUSINESS ANALYST (ITSM PLATFORM REQUIREMENTS) (IT CUSTOMER SUPPORT SERVICES)

Description

G2IT is seeking a Business Analyst (ITSM Platform Requirements) to support the IT Capability Request (ITCR) process and ITSM platform development for a Department of War agency supported by an enterprise IT Customer Support Services program. The analyst elicits and documents requirements from internal and external customers, analyzes current business processes and performs gap analyses, identifies solution alternatives, and prepares the well-formed documentation and briefing materials that enable Government stakeholders to make informed decisions about new IT investments. The analyst also serves as the requirements bridge to the ServiceNow development team, writing user stories and acceptance criteria and supporting User Acceptance Testing. The role is strictly analytical and advisory; all approval, prioritization, and funding decisions remain with the Government. You will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A REMOTE WORK ROLE WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES

• Communicate and collaborate with internal and external customers to elicit, analyze, and document requirements for new IT capabilities, producing draft system requirements specifications, use cases, and user stories with acceptance criteria.
• Analyze current business processes, develop process maps, conduct gap analyses, and identify and evaluate relevant solution alternatives to meet customer needs, documenting findings for Government review.
• Conduct market research on industry trends and emerging technologies as required to inform IT artifacts, alternatives analyses, and implementation plans.
• Assemble the ITCR Support Package for each assigned request, including requirements specifications, business process analysis, gap analysis findings, and briefing materials for leadership review.
• Prepare briefing materials, metrics, and reports for Program Management Reviews, agency governance boards, and technical forums in support of governance activities.
• Support the ITSM platform development backlog by refining requirements into user stories, participating in sprint planning and demonstrations, and supporting User Acceptance Testing and stakeholder acceptance.
• Support integration efforts as capabilities are implemented, including participation in UAT, and assist in drafting user communications and training materials.
• Track the status of all active ITCRs and provide status summaries for the Monthly Customer Support Activity Report; maintain requirements traceability and analysis documentation.

Qualifications

REQUIREMENTS:

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 3 years of experience as a business analyst, systems analyst, or requirements analyst on IT projects.
• Demonstrated experience eliciting and documenting requirements, developing process maps and gap analyses, and preparing alternatives analyses or business cases.
• Experience writing user stories and acceptance criteria and supporting UAT in an Agile environment.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Visio) and collaboration tools; ability to produce polished briefing materials.
• Strong analytical, facilitation, written, and verbal communication skills.
• Ability to work with technical and non-technical stakeholders at all levels.

DESIRED SKILLS

• IIBA CBAP/CCBA or ECBA, PMI-PBA, or Certified Scrum Product Owner; ITIL 4 Foundation.
• Experience with ServiceNow (requirements for Service Catalog, workflows, portal) or another enterprise ITSM platform.
• Experience supporting Department of War (DoW), DoD, or other Federal IT governance and capability request processes (DoDI 5000.82, DoDI 8115.02).
• Experience conducting market research and preparing Rough Orders of Magnitude (ROMs) or cost-benefit analyses.
• Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• Familiarity with Power BI and data analysis to support requirements.

The annual salary for this position ranges from $100,000 to $125,000, depending on experience and qualifications.