Business Process Analyst Job Listing at SAIC in REMOTE WORK, VA (Job ID 2416257)

Description

Description

SAIC is actively seeking an experienced Business Analyst with a strong background in IT service management and a good understanding of Network Operations Centers (NOC) and Service Desk operations. The Business Analyst will play a pivotal role in enhancing the quality of IT services and ensuring the alignment of business processes with technology solutions. This role requires an individual who excels in problem-solving, possesses excellent communication skills, and is passionate about driving continuous improvement in a dynamic IT environment.

 This role is 100% remote! 

Key Responsibilities:

• Service Management Analysis & Improvement:
  • Analyze Service Desk and NOC operations to identify inefficiencies and recommend process improvements, ensuring alignment with ITIL best practices.
  • Work closely with Service Desk and NOC support teams to gather and interpret data on incident management and resolution, contributing to the enhancement of service level agreements (SLAs).
  • Facilitate collaboration between technical and non-technical stakeholders to translate network operations challenges into clear business requirements.
• Requirement Gathering & Documentation:
  • Elicit and clearly document business requirements for IT service management solutions, ensuring that they are aligned with customer needs and operational goals.
  • Develop comprehensive use cases and scenarios for IT service management enhancements, ensuring compatibility and integration with existing network and system operations.
• Process Optimization & Strategy:
  • Implement and refine key performance metrics for the Service Desk and NOC, collaborating with the technical teams to implement best practices that drive operational excellence.
  • Analyze trends related to service disruptions and incidents to inform strategic planning and mitigate future network and systems issues.
• Change Management & Communication:
  • Support the management of change processes, coordinating with network and systems teams to ensure smooth transitions and minimal service disruptions.
  • Maintain open channels of communication, clearly articulating technical information and business needs to a variety of audiences.

• The successful Business Analyst will join a forward-thinking organization that values innovation and operational excellence. At SAIC, you will have the unique opportunity to influence both the day-to-day technology operations and the strategic initiatives that support robust and secure IT service delivery for a vast user network.

Qualifications

Required Education & Experience:

• Bachelor's degree in Information Technology, Business Administration, or a related field, or an equivalent combination of education and work experience.
• A minimum of three (3) years of experience in a business analyst role within an IT or network operations setting, with a demonstrated understanding of technical support and incident management.
• Experience in analyzing IT service processes and familiarity with ITIL framework.

Technical & Analytical Skills:

• Proficient in using analytical tools to model IT service processes, perform data analysis, and generate reports.
• Ability to understand and analyze network and system operation metrics, utilizing this data to drive business decisions.
• Experience with network monitoring tools and ticketing systems preferred.

Communication & Collaborative Skills:

• Exceptional verbal and written communication skills with an ability to convey complex technical concepts to non-technical stakeholders.
• Strong collaborative skills with a proven track record of working effectively with cross-functional teams.

Preferred Qualifications:

• Prior experience as a Business Analyst in a Service Desk or NOC environment.
• Certifications such as ITIL, CBAP (Certified Business Analysis Professional), or PMI-PBA (Professional in Business Analysis).
• Understanding of networking concepts and protocols with an appreciation for the technical skills outlined in the Service Desk Tier II & III job description.
• Experience with project management and change management practices.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

 Apply on company website