Senior ITSM Business Process Analyst

Senior ITSM Business Process Analyst - General Dynamics Information Technology - Springfield, VA

Title: ITSM Business Process Analyst

Clearance Required: SECRET

Location: USA VA Springfield - 7770 Backlick Rd (VAS110)

Check out this great opportunity to join one of GDIT's fastest long-standing growing programs! US Battlefield Information Collection and Exploitation Systems eXtended (US BICES-X) is a cutting-edge program supporting DoD intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team.

The ITSM Business Process Analyst role is to provide support in developing process workflows, documents, and requirements. This includes taking a people-first approach to creating business scenarios, use-cases, process maps, task flows, user journey maps, and wireframes related to data and processes for various program initiatives, and then working with the ServiceNow Product Owner to create user stories and acceptance criteria. This is part of a large initiative where GDIT has the primary responsibility of supporting IT Services, Management and CDMB efforts across the enterprise using Agile and ITIL best practices.

Daily activities will include developing business process, diagraming workflows, capturing requirements and working with the ServiceNow Product Owner to translate to user stories and acceptance criteria to enable the development of the ServiceNow tool and ITSM application. Activities will also include identifying the associated milestones and metrics for each processes. Additional responsibilities will include tracking and reporting the team's continual progress and metrics associated to the delivery of capability. In this role, you will act as a liaison between parties when necessary to get support when issues arise or when technical difficulties are identified.

You will also regularly engage with operations teams across the program to ensure continual handoff between users and systems, or to support global challenges that require coordination.

Responsibilities:

• Performs a variety of administrative, analytical, and knowledge tasks in support of the US BICES-X program and supports special projects as required.
• Defines, documents, monitors, and analyzes IT processes within industry ITIL best practices such as Agile and the Information Technology Infrastructure Library (ITIL) framework.
• Works with program teams to develop process workflows that translate into ServiceNow workflows. Creates thorough and accurate documentation for all process and the interfaces between them.
• Collaborates with team members and Process Owners to gather, define, and analyze needs and turn them into requirements for the ServiceNow Product Owner.
• Identifies business process gaps, issues, and requirements and works with the Process Owners to address.
• Analyzes and prepares complex cross-functional business requirements and process flows, performs gap analysis between as-is and to-be processes, and makes recommendations on areas for continual process improvement.
• Provides management with reporting of metrics as they pertain to defined goals and objects and their critical success factors.
• Creates reports and analyzes data to help accurately measure the effectiveness and efficiency of Processes.
• Supports the ServiceNow Product Owner, Administrators, and Developers to ensure that the enterprise has a quality system that meets the needs of Process Owners as well as industry standards.
• Supports and understands the various interfaces between ServiceNow and other enterprise systems supporting the processes.
• Supports development of the ITSM tool by collaborating and leading user experience (UX) and usability testing.
• Maintains up to date knowledge of industry best practice standards. Supports the enterprise by providing information on best practice implementations to realize gains in efficiency, productivity, and customer service.
• Advocates for the voice of the user (VOC) and serves as liaison for users to the overall ServiceNow and Solution delivery teams to support a product that meets the needs of the users and the program.

Required Qualifications:

• Bachelor's degree or equivalent experience
• SECRET Clearance
• Experience defining, updating, deploying and managing standards for multiple processes, to include identification of interdependencies between defined processes desired.
• 5+ years of professional experience
• 3+ or more years of business processes and business analysis experience in a system engineering or software application environment
• Excellent knowledge of best practices and an understanding of industry trends and difficulties related to ITSM, ITIL, and Agile.

Preferred Qualifications:

• 5+ years of related business analysis experience
• Excellent analytical skills, including the ability to integrate information from multiple sources, analyze data, and recognize trends
• Experience using Jira, ServiceNow (or other ITSM ticketing tool), and SharePoint
• Experience with ServiceNow reporting, metrics and dashboard capabilities
• Experience in developing processes, roles and technology to support IT Service Management practices for mid-large organizations.
• Experience implementing processes through process management tool such as ServiceNow highly desirable
• Experience with Microsoft Office, including Word, PowerPoint, and Excel
• Works well as a team member in a fast-paced and often time-sensitive environment

Attributes for Success:

• Strong written and oral communications required
• Excellent oral and written communication skills, with a demonstrated ability to communicate complex technical topics to management and non-technical audiences
• Highly effective teamwork and collaboration skills
• Must be able to work independently on a project, seeing it from inception to completion
• Must possess strong organizational skills and strong interpersonal skills to effectively relate to DoD and customer needs

Work Requirements

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Years of Experience
5 + years of related experience

* may vary based on technical training, certification(s), or degree

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Certification

Travel Required
None

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Citizenship
U.S. Citizenship Required

Salary and Benefit Information
The likely salary range for this position is $76,690 - $98,038. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.
About Our Work

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.