Service Management Automation Process Analyst

Booz Allen Hamilton • McLean, VA

6d

About The Position

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.

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

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level