Business Analyst – Service Delivery Optimization

Leidos

2d•Remote

About The Position

The Digital Modernization Sector is seeking a highly qualified Business Analyst to support service delivery performance improvements and AI enablement initiatives within a Jira-based Agile Scrum environment. This role is focused on improving Service Level Requirement (SLR) performance processes, operationalizing AI capabilities, and reducing manual effort across service delivery workflows. The Business Analyst will quickly translate operational friction into structured requirements, documentation, and automation initiatives. This position is embedded within a cross-functional Agile team and works closely with product leadership, data science, engineering, and service delivery stakeholders. This is not a general documentation role. It is execution-focused and improvement-driven.

Requirements

Bachelor’s degree with 4+ years of relevant experience (or Master’s with 2+ years)
Experience working within Agile Scrum environments
Demonstrated experience using Jira for backlog management and workflow tracking
Strong experience writing structured user stories, acceptance criteria, and requirements documentation
Experience documenting business processes, workflows, and operational procedures
Experience supporting automation, reporting, or system enhancement initiatives
Strong written communication skills, including development of user guides and executive-level summaries
Ability to operate effectively in a fully virtual, cross-functional environment

Nice To Haves

Experience supporting AI-enabled tools, automation initiatives, or data-driven workflows
Experience working with service delivery, performance metrics, or operational reporting frameworks
Familiarity with SLR or SLA performance models
Experience supporting QA automation, ticket review workflows, or workflow validation initiatives
Experience working in regulated or compliance-driven environments
Agile certification (IIBA-AAC, PMI-ACP, SAFe, or similar)

Responsibilities

Analyze current-state workflows supporting Service Level Requirement (SLR) performance, including identification of manual processes, exclusion research, reconciliation activities, and reporting dependencies
Document existing operational workflows and define detailed requirements to support automation and system enhancement initiatives
Partner with data science and engineering teams to evaluate opportunities for automation, reporting improvements, and AI enablement
Design and implement structured intake processes for AI enablement requests, including submission criteria, prioritization inputs, and evaluation checkpoints
Develop and maintain Jira workflows to manage AI initiatives through intake, evaluation, delivery, and operationalization
Create clear user guides, reference materials, and operational documentation for AI-enabled applications
Document system capabilities, constraints, and practical usage scenarios to support adoption across stakeholder groups
Develop structured communications describing AI capabilities, use cases, and operational impact for executive leadership, operational teams, and delivery organizations
Elicit and document functional and non-functional requirements for automation initiatives, including workflow validation, ticket QA automation, and reporting enhancements
Translate business rules and operational pain points into structured Jira epics, user stories, and acceptance criteria
Maintain traceability between service performance objectives and backlog items
Develop process maps and workflow documentation to support engineering implementation
Support sprint planning, backlog refinement, QA validation, UAT activities, and operational rollout