Job Description
Business Analyst to support service management initiatives, ideally with experience in ITSM and familiarity with ITIL practices (ITILv4 certification preferred but not required).
The BA will play a key role in supporting and documenting the following business processes :
- Statewide and agency-specific service request workflows
- Change management procedures for client, including expansion of change and configuration management practices
- CMDB relationship mapping for Configuration Items (CIs) tracked within the system
- Definition and documentation of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for both agencies and Client departments
- Identification and documentation of integration needs between ITSM processes and other Client business systems
- Gathering requirements for dashboards and reporting to support agency visibility and performance tracking
- Supporting QA testing efforts, including documentation and execution of test cases for various ITSM processes
This role requires strong analytical and communication skills, as well as the ability to collaborate across technical and business teams to ensure successful implementation and adoption of ITSM processes.
Key Responsibilities
Work directly with the business and technical teams to gather and document requirements for various Iowa systems and programs.Creating, presenting and maintaining user stories, acceptance criteria, demo expectations and design documents in DHS defined systems.Creating / documenting, tracing, maintaining, prioritizing, and assessing changes to business processes and the associated requirementsWorking closely with key decision makers, systems owners and end users in support of core processes and critical business objectivesConducting research to obtain data, analyzing problems to advise and recommend solutionsQuerying and analyzing data to determine solutions, such as installation of alternate methods and procedures, changes in processing methods and practices, or redesign of products or servicesAdvising client or department heads on alternate methods of solving needs or problems, and recommending specific solutionsWorking within an agile methodology framework with a focus on delivering value and adjusting rapidly to produce the most effective outcomeWorking closely with all IT organizations and driving projects to successful completionA successful candidate for this role is expected to possess the following skills and experience :
Excellent interpersonal, verbal and written communication skills and the ability to interact with a diverse group of team members, including executives, managers, IT professionals, and subject matter expertsExperience in process mapping, group facilitation, data gathering and analysis, and phases of project life cycle (requirements gathering, design, development, deployment, training, and measuring effectiveness.)Experience delivering software as part of an agile delivery teamStrong ability to work effectively within time constraints, changing priorities, and independentlyProficient in Microsoft Office Suite including Excel, Word, PowerPoint and VisioExperience with requirement gathering software such as Azure DevOps, TFS, JIRA, or RTC.Analyze business strategy and user needs, document specifications, and translate business objectives into proper system requirement specificationsGuide business customers through business case development for new applications / functionality, including cost / benefit analysis and risk / impact analysisUnderstanding of how to deliver value through realizations of benefits, avoidance of cost, identify new opportunities and modernizing the organizationFocus on continuous improvement for both the business process and the underlying technologies and system supportStrong ability to decompose complexRequired Qualifications
Skills – minimum of 5 years of experience
Ability to effectively prioritize and execute tasks while under pressureAbility to ensure that user expectations are met during the testing processAbility to identify and analyze suitable opportunities for test automationAbility to prioritize and manage multiple projects, and project activities, simultaneously, while meeting established deadlines.Create and execute test planAnalyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.Azure DevOps (ADO), Atlassian's Jira, IBM's Rational Team Suite (RTC).Business process definition, requirements definition, and development and support of integrated business applicationsCommunicates changes, enhancements, and modifications of business requirements — verbally or through written documentationDemonstrate strong verbal and written communication skillsKnowledge of business process analysis, techniques, design, and developmentRequirements and Use Case documentationSkill Matrix :
BA for Service Management, preferably knowledgeable and experienced in ITSM, ITILv4 preferred. Required 5 Years
Ability to effectively prioritize and execute tasks while under pressure. Required 5 Years
Ability to ensure that user expectations are met during the testing process. Required 5 Years
Ability to identify and analyze suitable opportunities for test automation. Required 5 Years
Ability to prioritize and manage multiple projects, and project activities, simultaneously, while meeting established deadlines. Required 5 Years
Create and execute test plan. Required 5 Years
Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards. Required 5 Years
Azure DevOps (ADO), Atlassian's Jira, IBM's Rational Team Suite (RTC). Required 5 Years
Business process definition, requirements definition, and development and support of integrated business applications. Required 5 Years
Communicates changes, enhancements, and modifications of business requirements — verbally or through written documentation. Required 5 Years
Demonstrate strong verbal and written communication skills. Required 5 Years
Knowledge of business process analysis, techniques, design, and development. Required 5 Years
Requirements and Use Case documentation. Required 5 Years
