Business Analyst IT Service Management

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.

Key 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.

Impact of Role

The Business Analyst directly contributes to:

• Streamlining enterprise IT processes and reducing friction for stakeholders.
• Improving service quality, availability, and customer satisfaction.
• Enabling data-driven decision-making and governance.
• Supporting the government's mission through aligned, well-defined, and well-managed IT services.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Key Competencies

• Analytical Thinking – Ability to distill complex issues into actionable insights.
• Collaboration – Works effectively across matrixed and cross-functional teams.
• Communication – Delivers clear, concise, and structured information to diverse audiences.
• Customer Focus – Understands mission needs and delivers solutions that meet or exceed expectations.
• Continuous Improvement Mindset – Identifies opportunities to optimize processes, services, and governance.
• Adaptability – Comfortable navigating change, shifting priorities, and emerging mission requirements

Clearance:

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).

Benefits:

• Medical
• Dental
• Vision
• 401K
• Paid Time Off (PTO)
• Life and Disability Insurance
• Employee Assistance Program
• Flexible Spending Accounts (FSA)
• Dependent Care Reimbursement Program
• Group Term Life Insurance
• Supplemental Life and A&D Insurance
• Short & Long Term Disability
• Life Discount Program

FEDITC, LLC. is committed to fostering an inclusive workplace and provides equal employment opportunities (EEO) to all employees and applicants for employment. We do not employ AI tools in our decision-making processes. Regardless of race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran, FEDITC, LLC. ensures that all employment decisions are made in accordance with applicable federal, state, and local laws. Our commitment to non-discrimination in employment extends to every location in which our company operates.