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FEDITC · 1 day ago

Business Analyst IT Service Management (ITSM)

Scott AFB, IL

Full-time

Onsite

Mid, Senior Level

3+ years exp

FEDITC is committed to delivering enterprise IT services and is seeking a Business Analyst for IT Service Management. The role involves analyzing business processes, gathering requirements, and ensuring alignment with ITIL best practices to enhance service quality and customer experience.

ConsultingCyber SecurityGovernmentInformation Technology

Work & Life Balance

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

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

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

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

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

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

Qualification

ITIL v4V3Business AnalysisData AnalysisITSM toolsExcelPower BIAgileSCRUMCollaborationCommunicationCustomer FocusAdaptability

Required

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

Active Secret Security Clearance is required Must be a US Citizen and pass a background check

Preferred

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

Work with ServiceNow, Power Platform, or other ITSM tools to support requirement creation, UAT, backlog refinement, workflow improvements, and configuration changes