Service Management Automation Process Analyst

Booz Allen Hamilton•McLean, VA

About The Position

Service Management Automation Process Analyst The Opportunity: As an IT business analyst, you will focus on optimizing service management processes through automation and artificial intelligence (AI) technologies. In this role, you will serve as a Process Analyst, identifying opportunities to improve operational efficiency, automating workflows, and streamlining service request processes. Collaborating closely with cross-functional teams and stakeholders, you will contribute to creating standardized, effective processes that align with organizational objectives and leverage emerging technologies. What You'll Work On: Analyze and identify opportunities to improve enterprise service management processes, with a focus on automating and enhancing service request workflows using tools like ServiceNow and AI-driven technologies. Design, implement, and maintain automated workflows that address inefficiencies and streamline operations. Develop a strategic automation roadmap aligned with organizational priorities, leveraging data and predictive analytics to optimize visibility, prioritization, and pipeline efficiency. Evaluate workflows to identify bottlenecks or gaps, propose technical improvements, and document processes to ensure adherence to best practices. Establish performance standards and success metrics for automated solutions while collaborating with stakeholders to align improvements with business goals. Lead the design, governance, and ongoing evolution of the enterprise service catalog. Ensure services are clearly defined, value-driven, customer-focused, and easy to understand. Partner with service owners to ensure accurate service definitions, lifecycle management, and alignment with business outcomes. Lead efforts to analyze, standardize, and enhance workflows associated with the submission, tracking, and resolution of service requests. Collaborate with stakeholders to refine request intake mechanisms, ensuring a consistent and scalable approach across the enterprise. Develop templates, frameworks, and standards for service request documentation to improve accuracy and efficiency. Monitor service management performance using defined SLAs and KPIs related to service request processes. Partner with technical teams to ensure automation tools integrate seamlessly into existing service request systems. Create process SLAs and KPIs to track organizational success and improvement in conjunction with product and service owners. Collaborate with cross-functional teams to gather requirements and prioritize automation solutions for service management processes, especially service requests. Provide training and demonstrations to stakeholders, highlighting the benefits of automated service workflows and tools. Due to the nature of work performed within this facility, U.S. citizenship is required. Join us. The world can't wait.

Requirements

3+ years of experience as a process analyst or business analyst in service management or automation technologies
Experience in workflow management and automation tools, such as ServiceNow or Jira
Experience streamlining service request processes and overall process optimization
Experience coordinating with stakeholders from technical teams and business teams to create process and products to meet organizational needs
Experience with data visualization tools, such as Power BI or Tableau
Ability to pay strict attention to detail and manage multiple priorities
Bachelor's degree in Business, Information Systems, Computer Science
Due to the nature of work performed within this facility, U.S. citizenship is required.

Nice To Haves

Experience designing and implementing automation technologies for service request systems in enterprise IT environments
Experience collaborating with cross-functional teams to drive process alignment and adoption of new technologies
Knowledge of AI-driven solutions or machine learning applications in enhancing service management processes
Knowledge of Agile, Scrum, or other project management methodologies
Possession of excellent analytical and problem-solving skills
Possession of excellent organizational skills

Responsibilities

Analyze and identify opportunities to improve enterprise service management processes, with a focus on automating and enhancing service request workflows using tools like ServiceNow and AI-driven technologies.
Design, implement, and maintain automated workflows that address inefficiencies and streamline operations.
Develop a strategic automation roadmap aligned with organizational priorities, leveraging data and predictive analytics to optimize visibility, prioritization, and pipeline efficiency.
Evaluate workflows to identify bottlenecks or gaps, propose technical improvements, and document processes to ensure adherence to best practices.
Establish performance standards and success metrics for automated solutions while collaborating with stakeholders to align improvements with business goals.
Lead the design, governance, and ongoing evolution of the enterprise service catalog.
Ensure services are clearly defined, value-driven, customer-focused, and easy to understand.
Partner with service owners to ensure accurate service definitions, lifecycle management, and alignment with business outcomes.
Lead efforts to analyze, standardize, and enhance workflows associated with the submission, tracking, and resolution of service requests.
Collaborate with stakeholders to refine request intake mechanisms, ensuring a consistent and scalable approach across the enterprise.
Develop templates, frameworks, and standards for service request documentation to improve accuracy and efficiency.
Monitor service management performance using defined SLAs and KPIs related to service request processes.
Partner with technical teams to ensure automation tools integrate seamlessly into existing service request systems.
Create process SLAs and KPIs to track organizational success and improvement in conjunction with product and service owners.
Collaborate with cross-functional teams to gather requirements and prioritize automation solutions for service management processes, especially service requests.
Provide training and demonstrations to stakeholders, highlighting the benefits of automated service workflows and tools.

Benefits

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits.
Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements.
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud.
Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually.
Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.

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