Itsm Business Analyst Jobs (NOW HIRING)

We’re looking for a proactive, analytical problem solver who thrives at the intersection of developing problems statements, business cases, proposing recommendations and solutions supported by quality and data analytics. The Business Analyst strengthens service performance across multiple programs and corporate initiatives by validating processes, reviewing workflows, reviewing ticketing data, coordinating testing activities, and ensuring accuracy and consistency in service delivery.

The Business Analyst supports corporate-wide quality operations and analytics efforts, serving as a shared resource and backup to other functions across the PMO. This role also digs into data using software tools to uncover trends, evaluate performance, and translate complex metrics into clear, actionable insights for leadership.

This position also contributes to innovative efforts by testing new features, validating emerging technologies, and helping shape data-driven solutions that enhance overall service excellence. This role requires the ability to work both independently and collaboratively, supporting teams across different programs and projects, with regular onsite work and travel as needed to meet corporate or client requirements.

This is a dynamic role for someone who enjoys moving between structured business analysis for IT service delivery, quality assurance, exploratory data analysis, and who brings curiosity, precision, and clear communication to both.

Core Competencies

• Strong analytical thinking and business acumen with the ability to spot patterns, anomalies, and root causes
• Clear and concise communicator across technical and non-technical audiences
• High attention to detail in quality checks, documentation, and data outputs
• Skilled in interpreting business operational data and turning insights into actionable recommendations
• Organized and reliable with strong time management and follow-through
• Proactive problem solver who anticipates issues and drives continuous improvement
• Collaborative team player comfortable working with IT technicians, PMO, and leadership groups
• Adaptable and resourceful when juggling shifting priorities or new technologies
• Strong commitment to accuracy, consistency, and service quality
• Curious mindset with a drive to experiment, learn, and refine processes

Key Responsibilities & Essential Duties

• Conduct quality reviews of processes, documentation, and service outputs to ensure accuracy, consistency, and compliance with established standards
• Perform root cause analysis on recurring issues and develop clear recommendations for corrective and preventive actions
• Track, monitor, and report quality metrics, trends, and performance indicators for leadership and client stakeholders
• Support testing and evaluation of new tools, features, and improvements including emerging technologies and GenAI capabilities
• Develop clear, well-structured documentation including QA findings, analytics summaries, SOP updates, and process improvements
• Partner with the PMO team members to coordinate workload, ensure coverage, and maintain high-quality deliverables
• Support continuous improvement efforts by identifying inefficiencies and proposing data-informed enhancements
• Assist with preparing reports, presentations, and briefings for leadership, program managers, and federal client stakeholders
• Collaborate with IT, operations, and PMO staff to ensure alignment on priorities, timelines, and quality expectations
• Other duties as assigned

Required:

• Bachelor’s degree in data analytics, information systems, business, or a related field or equivalent experience.
• Three or more years of experience in service delivery data analysis, quality assurance, or a combined analytics/QA environment.
• Experience supporting quality assurance or quality control activities, including identifying issues, validating data accuracy, and performing root cause and trend analysis.
• Ability to work with emerging technologies, including generative AI.
• Hands-on experience working in ServiceNow or a comparable ITSM platform.
• Proficiency with Microsoft 365 tools including SharePoint, Teams, PowerPoint, Word, and Excel.
• Strong written and verbal communication skills, with the ability to turn data and findings into clear, actionable insights.
• Ability to manage multiple priorities, meet deadlines, and operate in a fast-paced IT environment.
• High attention to detail, accuracy, and documentation discipline.
• Ability to collaborate effectively with technical teams, program leadership, and client stakeholders.

Nice to Have:

• Experience with Power BI, Tableau, or similar data analysis and visualization tools.
• Experience contributing to continuous improvement efforts or workflow optimization
• Experience creating visual diagrams, flowcharts, or job aids using tools like Visio, Canva, or similar
• Background supporting federal contracts, compliance-driven environments, or IT service management programs
• ITIL certification
• Technical writing experience
• Experience supporting or coordinating with quality assurance teams or data analytics teams

Required Clearances/ Certifications

• Must be able to acquire Public Trust Clearance
• Must be able to pass a SAMHSA Drug Screening Test

Work Environment / Location Expectations

• 100% onsite
• Standard office environment with occasional lifting of IT equipment (up to 25 lbs)
• Moderate travel within the Washington D.C. metro area required (~25%)

Benefits: 

• Medical, Dental and Vision Coverage
• 401(k) Matching
• PTO