GA DBHDD Service Delivery Business Analyst

About the role

Varmoda is seeking a Service Delivery Business Analyst to support Telecommunications and Network Services operations through business analysis, process improvement, operational governance, reporting, and quality assurance initiatives. This role serves as a key liaison between business stakeholders, technical teams, and external vendors to improve service delivery, optimize operational processes, and ensure accurate inventory and billing management.

Responsibilities

• Conduct business analysis activities for Telecommunications and Network Services operations.
• Gather, document, and analyze business requirements and operational needs.
• Identify process inefficiencies and recommend improvements to service delivery workflows.
• Develop and maintain operational procedures, process documentation, and governance controls.
• Reconcile telecommunications and data service inventories against vendor billing records.
• Support invoice auditing activities and identify opportunities for cost savings and service optimization.
• Develop reporting, dashboards, and analytics related to service requests, incidents, projects, assets, telecommunications usage, and vendor performance.
• Track operational issues, risks, and corrective actions while collaborating with vendors and internal stakeholders to drive resolution.
• Support quality assurance programs, process compliance reviews, and continuous improvement initiatives.

Requirements

• Bachelor's degree in Business Administration, Information Systems, Information Technology, or a related field.
• Minimum 5 years of business analysis, process improvement, or operational management experience.
• Experience with telecommunications, networking, or IT service management environments.
• Strong reporting, analytics, and process documentation experience.
• Experience with ServiceNow.
• Experience with asset management processes and systems.
• Experience with vendor billing analysis, invoice reconciliation, and inventory validation.
• Must be local to Metro Atlanta and available to work in a hybrid environment.

Preferred Qualifications

• Experience supporting Telecommunications and Network Services organizations.
• Knowledge of operational governance frameworks and compliance monitoring.
• Experience creating executive-level dashboards and performance reporting.
• Familiarity with service catalog management, incident management, and project metrics reporting.
• Experience managing vendor performance reporting and service delivery metrics.
• Exposure to quality assurance programs, process audits, and continuous improvement initiatives.
• Experience identifying automation opportunities and supporting organizational change management efforts.

About Varmoda

Varmoda is a federal IT solutions provider founded in 2020 and headquartered in McLean, Virginia, delivering citizen-centric public services across Financial Assistance, Public Benefits, and Security & Defense domains. Our five-layer architecture — Salesforce (Engagement), Databricks (Data), ServiceNow (Orchestration), Pega (Decisioning), and Oracle HR (Capacity) — puts data at the common thread of every solution we build for federal agencies and the citizens they serve. Varmoda holds CMMI Maturity Level 3, ISO 9001, ISO 20000, and ISO 27001 certifications, and is recognized as a V3 veteran-friendly employer.

Benefits

Growth opportunity within a fast-scaling federal IT firm, direct impact on citizen-facing federal programs, and competitive benefits including 401k, health insurance, Paid Time Off, Life Insurance, and others.