Business Analyst IT Service Management (ITSM)

FEDITC LLC

1d•$80,000 - $90,000•Onsite

About The Position

The Business Analyst (BA) for IT Service Management supports the design, delivery, and continuous improvement of enterprise IT services by analyzing business processes, gathering requirements, and translating stakeholder needs into actionable solutions. The BA partners closely with Service Managers, Transition Managers, ITSM SMEs, developers, and government stakeholders to ensure services, processes, and tools align with ITIL best practices and organizational governance. This role plays a pivotal part in maturing the ITSM ecosystem, improving service quality, enhancing customer experience, and ensuring services are measurable, supportable, and aligned with mission objectives.

Requirements

Bachelor’s degree in Information Systems, Business, IT, or related field (or equivalent experience/years of experience can supersede degree requirement)
3–7 years of experience as a Business Analyst, preferably in an ITSM, ITIL, or enterprise IT environment.
Strong understanding of ITIL v4 or v3; ITIL Foundation certification preferred.
Experience documenting processes, requirements, user stories, and workflows.
Familiarity with ITSM tools
Ability to communicate clearly with technical and non-technical stakeholders.
Strong data literacy, with experience using Excel, Power BI, Power Platform, or similar tools.
Active Secret Security Clearance is required
Must be a US Citizen and pass a background check.
Maintain applicable security clearance(s) at the level required by the client and/or applicable certification(s) as requested by FEDITC and/or required by FEDITC’S Client(s)/Customer(s)/Prime contractor(s).

Nice To Haves

Experience supporting IT governance structures (e.g., SRRBs, SMRs, Racetrack processes).
Exposure to U.S. Air Force or DoD IT environments.
Experience with Agile, SCRUM, backlog management, and sprint ceremonies.
Knowledge of enterprise architecture, service mapping, and portfolio management.
Ability to translate strategic goals into actionable requirements and process improvements.

Responsibilities

Requirements Gathering & Analysis
Engage with government and contractor stakeholders to capture and refine business, functional, and technical requirements.
Facilitate workshops, interviews, and process walkthroughs across Service Owners, SMEs, and functional teams.
Translate stakeholder needs into clear and traceable user stories, acceptance criteria, and process documentation.
Assess impacts, dependencies, and risks across interconnected services and capabilities.
Process Design & ITIL Alignment
Support the design, documentation, and optimization of ITSM processes (Incident, Problem, Change, Request, Service Catalog, Asset, Configuration, Knowledge, Release, etc.).
Map “current state” and “future state” workflows, identifying gaps, bottlenecks, and improvement opportunities.
Ensure all processes integrate with governance bodies (e.g., Racetrack, SMRs, SRRBs) and enterprise standards.
Data Analysis & Metrics Development
Support development of dashboards, KPIs, KPPs, and KSAs to measure service health, performance, and customer satisfaction.
Conduct trend analysis to identify systemic issues, risks, and improvement areas.
Assist in producing decision-ready data visualizations and materials for senior leadership.
Service Delivery & Lifecycle Support
Support the creation, updating, and management of the Service Catalog, including service definitions, SLAs/OLAs, roles, and support models.
Partner with Service Managers to ensure services are documented, supportable, and aligned to mission need.
Participate in planning, pilot, deployment, and transition activities for new/updated services.
Stakeholder Engagement & Communication
Coordinate across multi-disciplinary teams including SMEs, developers, data analysts, and government leaders.
Prepare clear, concise briefing materials, process documentation, training content, and decision papers.
Ensure alignment and transparency across teams to improve collaboration and governance.
Tool & Platform Support (Optional – Organization Dependent)
Work with ServiceNow, Power Platform, or other ITSM tools to support requirement creation, UAT, backlog refinement, workflow improvements, and configuration changes.
Validate that solutions meet requirements, follow governance standards, and enhance user experience.