Job Description:
Competitive Range partners with the government to plan and deploy complex, IT-enabled, and mission-essential capabilities. Our goal is to help you develop and expand your professional capabilities while working on challenging, exciting projects in a collaborative, congenial environment. Competitive Range Solutions requires the expertise of a talented and experienced Business Process Analyst. The role involves assisting in analyzing, documenting, and improving Information Technology (IT) service delivery within the Federal Agency.
It's crucial that the candidate can demonstrate their ability and experience working in federal agencies' customer environments and their effective integration with a government multi-contractor team. The Business Process Analyst is primarily responsible for analyzing and documenting current processes within the federal agency operations. They will also provide actionable recommendations to improve IT service delivery standards and process efficiencies. The ideal candidate must have strong analytical skills, expertise in process documentation, and the ability to collaborate effectively with various technical teams and leadership.
Roles and Responsibilities:
- Analyze the existing agency’s operation IT processes to identify and document best practices and areas for improvement.
- Perform a comprehensive inventory of all current (As-Is) processes and provide detailed documentation and VISIO diagrams of these processes.
- Utilize the ticketing system to extract data related to Helpdesk ticketing.
- Develop and provide executive-level dashboard reports using MS Excel and other tools to pictorially represent the data.
- Collaborate with leadership to develop and provide governance process documentation for Desktop Support, Asset Management, and Network and Wireless.
- Coordinate improvement with field operations and service delivery and engineering government team.
- Evaluate current (As-Is) processes in collaboration with leadership to propose and document improved (To-Be) processes.
- Collect IT service delivery satisfaction data through approved surveys to assess and report current customer satisfaction levels.
- Collaborate with leadership to develop and implement recommendations for improving service delivery and customer satisfaction.
Qualifications/Experience:
- Excellent analytical, organizational, and communication skills
- Proven experience in business process analysis in IT service management
- Ability to work independently and in a team oriented collaborative environment
- Experience in developing executive-level reporting and governance documentation
- Strong proficiency with MS Office, Visio, Tablo, and ServiceNow platform
Education/Certifications:
- Bachelor’s degree in business administration, Information Technology, Computer Science, or a related field
- ITIL certification
