End User Services (Digital Workplace) Business Analyst
About The Position
We are looking for a hands-on End User Services (EUS) Business Analyst to support enterprise technology initiatives that directly impact how employees work—from device lifecycle programs and collaboration tools to service desk and support experience improvements. This role is ideal for someone who understands how end user technology ecosystems actually operate and can translate user pain points into actionable solutions that improve productivity at scale. You will support initiatives across the digital workplace / end user services space, including: Laptop and device lifecycle programs (refresh, provisioning, deployment), Collaboration tooling (Microsoft 365, Teams, Copilot, AV/conferencing), Service desk and ITSM workflow improvements (incident, request, onboarding), Endpoint / access experiences (login, VPN, identity, VDI), Continuous improvement initiatives to reduce friction in the employee experience.
Requirements
- 5–10+ years of Business Analyst or Systems Analyst experience
- Experience supporting IT, digital workplace, or end user services initiatives
- Strong background in: requirements gathering and documentation, user stories and Agile delivery, stakeholder engagement in complex environments
- Ability to translate technical concepts into business-friendly language
- Strong analytical and problem-solving mindset
- Excellent communication across IT and non-technical stakeholders
- Comfortable operating in operational + delivery-focused environments (not just strategy)
- Self-starter who can navigate ambiguity and drive outcomes
- Candidates who stand out will have experience in one or more of the following: End User Services / End User Computing (EUS / EUC), IT Service Management (ITSM) environments (ServiceNow, Jira Service Management), Device lifecycle programs (laptops, endpoint management, imaging, deployment), Microsoft 365 ecosystem (Teams, Office apps, Copilot, OneDrive), Service desk or support model optimization, Identity and access / user onboarding workflows, Virtual desktop (VDI) or remote workforce environments
- This role is only open to candidates authorized to work in the United States.
Responsibilities
- Partner with end users, service desk teams, and IT stakeholders to identify friction points and improvement opportunities
- Elicit, analyze, and document functional and non-functional requirements
- Translate operational challenges into clear, actionable requirements
- Map and optimize processes such as: Device provisioning and onboarding, Software deployments and upgrades, Incident and service request fulfillment
- Identify gaps, inefficiencies, and improvement opportunities
- Support delivery of: Hardware rollouts (laptops, peripherals, mobile devices), Collaboration platforms and productivity tools
- Partner with engineering teams to ensure solutions align to business needs
- Develop and execute test scenarios and scripts
- Validate: device builds and configurations, user workflows and service processes
- Ensure traceability from requirements to delivered outcomes
- Act as a liaison between: Business users, IT operations / service desk, Engineering and delivery teams
- Drive clarity across highly cross-functional environments
- Analyze service and operational trends (ticket volume, user issues, delays)
- Recommend improvements that enhance: user experience, service efficiency, operational effectiveness
Benefits
- Medical, dental, vision, free tele-health, HSA with company contribution, life and disability insurance, and 401k with matching
- Paid Time Off
- Opportunities to influence emerging digital initiatives across the organization
- A supportive Trissential culture with growth-focused leadership and ongoing development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
