Location: Downtown Los Angeles, CA
Work Arrangement: Hybrid - Minimum 3 days onsite per week
Experience: 10+ years
We are seeking a
Senior ITSM Business Analyst / Project Coordinator with 10+ years of experience in business analysis, requirements gathering, stakeholder management, and enterprise IT initiatives. This resource will help with one or more client projects within the Vector 70 client project portfolio.
The resource will serve as a
key liaison between business users, IT departments, and the Project Management Office (PMO), supporting initial discovery, system inventory, process documentation, and implementation readiness activities.
The ideal candidate must have excellent communication and coordination skills, a strong understanding of ITSM processes, and working knowledge of ServiceNow or similar ITSM platforms.
Key Responsibilities- Stakeholder Coordination: Act as the primary liaison between business users, IT teams, and PMO, coordinating discussions, workshops, and follow-up activities across departments.
- Requirements Gathering: Conduct stakeholder interviews and discovery sessions to understand business needs, challenges, and ITSM requirements.
- Systems Inventory: Identify and document existing applications, tools, systems, and integration touchpoints that may interact with the future ITSM platform.
- Process Documentation: Document current-state processes, workflows, business use cases, and opportunities for improvement.
- ITSM Assessment: Understand existing Incident, Problem, Change, Request, and Asset/Configuration Management processes and identify gaps.
- PMO Support: Track requirements, decisions, dependencies, action items, and open issues; provide regular status updates to the PMO.
- Implementation Readiness: Consolidate discovery findings and support requirements prioritization and planning for the ServiceNow implementation.
Required Qualifications- 10+ years of experience in IT Business Analysis, IT Project Coordination, or enterprise IT transformation initiatives.
- Strong experience working as a liaison between business stakeholders, IT teams, and PMO in large organizations.
- Proven ability to independently lead discovery workshops, stakeholder interviews, and requirements-gathering sessions.
- Good understanding of ITSM / ITIL processes and familiarity with ServiceNow or comparable ITSM platforms.
- Experience documenting business requirements, system inventories, process flows, and use cases.
- Excellent verbal and written communication, interpersonal, presentation, and stakeholder management skills.
- Strong organizational skills with the ability to coordinate multiple departments and manage competing priorities.
Preferred Qualifications- Experience with ServiceNow implementation or ITSM modernization projects.
- Prior experience in public sector, transportation, or large enterprise environments.
- ITIL or ServiceNow certification is a plus, but not mandatory.
Key Deliverables- Departmental stakeholder and IT systems inventory.
- Consolidated business and ITSM requirements.
- Current-state process maps and business use cases.
- Systems integration touchpoint and dependency documentation.
- Gap analysis and implementation readiness summary.
- PMO status reports, action items, and decision tracking.
Ideal CandidateA
senior, business-facing ITSM Business Analyst with strong PMO coordination skills, capable of engaging multiple departments, driving discussions, gathering requirements, and organizing information for the implementation team.
Primary emphasis: Stakeholder management, communication, requirements gathering, process documentation, and PMO coordination.
ServiceNow expertise: Working knowledge preferred; hands-on development or certification is not required.
