Senior Business Analyst

PeopleTec is hiring a Senior Business Process Analyst to help shape the enterprise service management (ESM) processes that our customer's organizations run on. This role works across IT Service Management (ITSM), IT Operations Management (ITOM), Integrated Risk Management (IRM), Security Operations (SecOps), and Knowledge Management. You will make sure enterprise problems are understood, current and future state processes are defined, and requirements are validated before they are committed to the ServiceNow the future ESM platform. Because the customer has few established ESM processes today, most of this work means building new processes from the ground up, while reusing and maturing existing processes, such as change and incident management, wherever practical. Depending on program needs, you may lead process design and requirements governance for one or more of these areas or contribute as part of a larger customer or partner led effort.

• →Lead or support process discovery with process owners, functional stakeholders, and end users to document current-state processes where they exist, identify pain points, and determine what can be reused or matured versus designed new.
• →Design new future-state processes and mature existing ones across ITSM (incident, problem, change, request, service level), ITOM (event management, discovery, CMDB and service mapping), IRM (policy, risk, compliance, audit), SecOps (security incident and vulnerability response), and Knowledge Management, applying business process reengineering principles.
• →Develop process documentation, including process maps, SOPs, taxonomies, RACI matrices and decision rights, and process KPIs.
• →Translate validated processes into business requirements, user stories, and acceptance criteria for the Product Owner and platform developers, distinguishing enterprise from local requirements; support user acceptance testing to confirm delivered workflows match the approved process.
• →Support requirements intake and MVP scope discipline: assess requirement maturity, feasibility, and impact, and help determine what belongs in MVP versus the deferred roadmap.
• →Perform fit-gap analysis between required processes and out-of-the-box ESM capabilities, recommending configuration and reuse over customization.
• →Define the handoffs and integration points between processes (e.g., incident to problem to change, vulnerability to change, knowledge across all practices) so the service management model works end to end.
• →Align processes to ITIL practices and applicable DoD policy, including cybersecurity, risk, and audit requirements.
• →Plan and support organizational change management: work through functional liaisons and change agents, develop training, job aids, knowledge articles, and communications, and measure adoption.
• →Support governance forums and working groups; track actions, decisions, and risks in customer-directed tooling; and prepare executive briefs, roadmaps, and dashboards.
• →Define and track process performance metrics and recommend continual improvements.
• →Coordinate with government process owners, Product Owners, other contractors, and partner teams, and keep process artifacts current and under configuration control.

• 10+ years of experience in business process improvement, business analysis, program operations, or organizational transformation supporting DoD or federal organizations.
• Bachelor's degree in Business Administration, Information Systems, or related field (additional experience may substitute).
• Experience defining current and future state processes and business requirements for an ESM implementation (e.g., ITSM, Knowledge Management, HR Service Delivery, or Employee Center).
• Demonstrated business process reengineering experience: process discovery, gap analysis, SOP development, and establishing process ownership and decision rights.
• Demonstrated experience standing up new processes, governance, and operating models where little or none previously existed.
• Working knowledge of ITIL practices applied to service management processes.
• Experience facilitating cross-functional working groups and requirements validation in large, matrixed organizations, and working within Agile delivery (backlogs, user stories) using customer-directed tooling.
• Strong written and executive communication skills, including executive briefs, roadmaps, and decision-ready recommendations, with the ability to lead or contribute on multi-organization teams.
• Active U.S. DoD SECRET clearance.

• Experience building or operating organizational change management and adoption programs, such as change-agent or liaison networks.
• Experience establishing requirements intake, MVP scope governance, or solution evaluation (build, buy, reuse, or configure).
• Experience serving as a Product Owner or owning an Agile backlog.
• Experience with audit readiness, internal controls, or risk and compliance processes.
• ITIL 4 Foundation, ServiceNow, business process reengineering (e.g., Army BPR Foundations), or program management certification.
• Experience building process metrics and dashboards using customer-directed reporting tools.