IT Business Analyst

ApplyJob TypeFull-timeDescriptionCompany DescriptionCitizant is a leading provider of professional IT services to the U.S. government. We seek to address some of our country's most pressing challenges in the areas of Agile application development, Enterprise Data Management, Enterprise Architecture, and Program Management support services - focusing on the U.S. Departments of Homeland Security and Treasury. We strive to hire only ethical, talented, passionate, and committed "A Players" who already align with the company's core values: Drive, Excellence, Reputation, Responsibility, and a Better Future. No matter how large we grow, Citizant will retain its collaborative, supportive, small-company culture, where successful team effort to address external and internal customer challenges is valued above all individual contributions.About the RoleWe are seeking an experienced ITSM Process Lead to support a major federal program. In this role, you will help improve how IT services are delivered by analyzing existing processes, identifying opportunities for improvement, and designing streamlined workflows that support efficient and consistent service delivery.This position is ideal for a professional who excels at bridging the gap between technical teams and executive leadership. You will work closely with stakeholders across the organization to document technical workflows, develop process diagrams, and communicate complex IT service management concepts in a clear and actionable way for senior leadership.You will also play a key role in helping teams adopt improved processes through training, documentation, and stakeholder engagement.What You'll DoImprove IT Service DeliveryAnalyze current IT service management processes and identify opportunities to improve efficiency, consistency, and performance.Identify bottlenecks, redundancies, and opportunities for automation within existing workflows.Develop recommendations that align with ITSM and industry best practices.Document and Design ProcessesCreate clear documentation and visual representations of technical workflows, including:Process flow diagramsProcess mapsStandard operating procedures (SOPs)Current-state and future-state analysesTranslate complex technical processes into clear documentation that can be understood by both technical teams and executive leadership.Support ServiceNow Process ImprovementsPartner with stakeholders and technical teams to gather requirements for enterprise project and service management processes within ServiceNow.Help design and improve system workflows that support end-to-end requirement intake through project completion.Collaborate with development teams to ensure process improvements are implemented effectively.Communicate with LeadershipFacilitate stakeholder discussions and workshops to gather requirements and validate process improvements.Present recommendations and process updates to senior non-technical leadership in a clear and concise manner.Develop executive-level briefings and stakeholder updates.Enable Adoption Through TrainingDevelop training materials and user guidance to support new processes.Provide training and guidance to teams and leadership on updated workflows and procedures.Help ensure process improvements are consistently adopted across the organization.Measure and Monitor PerformanceEstablish metrics and performance indicators to measure the effectiveness of IT service delivery processes.Develop dashboards and reporting tools that provide leadership with visibility into process performance.RequirementsRequired Skillset:What We're Looking For -10+ years of experience in IT Service Management, IT operations, or enterprise process improvementExperience working with ServiceNow or similar enterprise ITSM platformsStrong experience documenting technical processes, workflows, and system requirementsDemonstrated ability to translate technical processes for non-technical stakeholdersExperience creating process documentation, SOPs, and workflow diagramsStrong stakeholder engagement and facilitation skillsExcellent written and verbal communication skillsEducationMaster's degree in Information Technology, Information Systems, Business Administration, or a related fieldPreferred QualificationsITIL CertificationExperience supporting federal government programsExperience working with enterprise service management platformsExperience developing process training or organizational change documentationClearance Requirement:Must be a US CitizenAbility to obtain public trust clearance.Citizant offers a competitive benefits package, including:Medical, dental, and vision insurance401(k)Generous PTOCompany-paid life and disability insuranceFlexible Spending Accounts (FSA)Employee Assistance Program (EAP)Tuition Assistance & Professional Development ProgramAdditional informationCitizant strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits, as well as the opportunity for personal and professional development.Citizant is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Salary Description$155,000 yearly