Overview
We are seeking a Business Analyst with SC clearance to contribute to the design and implementation of operating models within an ITSM framework, leveraging tools such as ServiceNow and Halo. The successful candidate will work collaboratively across the full delivery lifecycle, engaging with stakeholders to gather requirements, inform strategic advisory projects, and support operating model transformation, particularly in digital and automation strategies.
Responsibilities
- Design and deliver operating models in an ITSM environment.
- Gather detailed business requirements through structured elicitation techniques.
- Identify opportunities for workflow automation and AI-enabled decision support.
- Produce high-quality documentation including user stories and acceptance criteria.
- Support the development of digital and technology strategy, particularly in AI automation.
- Contribute to test planning and user acceptance testing (UAT).
- Assess current-state operating models and define practical future-state models.
- Create strategic roadmaps and prioritization frameworks for operational improvements.
Requirements
- Strong experience in business analysis, specifically in operating model definition and implementation.
- Hands-on experience in ITSM environments and familiarity with ServiceNow and Halo.
- Proficiency in process modelling and optimization using BPMN 2.0 and value stream mapping.
- Knowledge of AI/automation tools for business analysis tasks.
- Demonstrated ability to create high-quality documentation and articulate complex requirements.
- Experience with Agile and Waterfall methodologies for project delivery.
- Relevant certifications in Business Analysis, ITIL, and Agile methodologies.