Business Analyst

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
• Aid in 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

Benefits

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