Job Description
Conducts interviews with business representatives and other department leaders, with excellent communication skills. Addresses a diverse group of personnel (technical & business representatives). Relays information from the Office Information Technology to business-clients in easily understood terms. Documents facts and translates them into business process models and process flow diagrams. Compiles applications being used by the organization and what may be needed in the future for customer service improvement. Analyzes business applications and comes to a reasonable conclusion on which business applications are currently being used and which may or may not be working well or meeting the goals and objectives of the business process. Conducts workflow analysis to assess and identify any difficulties in reaching the goals of the business process and to recommend a better strategy.
This position requires full-time on-site support.
Additional duties may include:
• Perform case management and conduct studies to enable the transfer of data into usable workflows.
• Incorporate departmental inter-dependencies into a project scope.
• Act as a liaison between business organizations and OIT to distinguish requests from true needs.
• Assess that proposed project plans to ensure they contain accurate requirements, that all needs will be met, and that the solution will guarantee success and/or business value.
• Maintain a good understanding of the many aspects of a proposed project and of what is to be expected. Be intuitively involved with each unit to instill continence and maintain productive action. Focus on each department independently and maintain a broad vision of the project scope.
Required Experience
• Requires a bachelor's degree in computer science, business or related field and a minimum of three years of relevant experience or no degree and eight years of relevant experience.
• Must have a Certified Business Analysis Professional (CBAP) (or similar certification) or comparable education.
• Must have knowledge of common information technology applications and services, network services, computer and communications systems, and associated protocols and industry standards and Federal information security and device configuration standards.
• Working knowledge of standard development life cycle (SDLC), project management best practices, and some knowledge of agile project management
• Ability to communicate and present ideas, information and reports orally and in writing.
• ITSM ticketing system experience required, Zendesk experience is preferred.
• Must have a positive and patient customer service attitude.
• Must be able to work independently and within a team in a fast-paced environment.
• Must obtain an agency public trust suitability determination prior to start date.
• Experience supporting a mid-sized Federal agency enterprise is a plus.
• ITIL 4 certification desired.
