Business Analyst

AAC; Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Job summary

AAC is seeking a Business Analyst to conduct stakeholder interviews, translate requirements into process models and workflows, and coordinate with the Office Information Technology for customer service improvements. The role emphasizes strong communication, documentation, and collaboration across departments.

The position requires a bachelor’s degree or substantial experience, CBAP certification is preferred, and prior ITIL/ITSM exposure. This is a full-time on-site role in Washington, DC.

Qualifications

• Bachelor’s degree in CS, business or related field with at least 3 years of relevant experience, or 8 years without a degree.
• CBAP certification or equivalent education.
• Knowledge of IT applications, services, networks, protocols, and Federal information security standards.
• Working knowledge of SDLC, project management best practices and some knowledge of agile PM.
• Ability to communicate and present ideas, information and reports orally and in writing.
• ITSM ticketing system experience; Zendesk preferred.
• Positive and patient customer service attitude.
• Ability to work independently and in a team in a fast-paced environment.
• Must obtain an agency public trust suitability determination before start date.
• Experience supporting a mid-sized Federal agency is a plus.
• ITIL 4 certification desired.

Responsibilities

• Conducts interviews with business representatives and department leaders to gather requirements and translate them into business process models and flow diagrams.
• Relays information from OIT to business clients in understandable terms.
• Compiles current and future applications for customer service improvement.
• Analyzes business applications to determine current usage and effectiveness.
• Performs workflow analysis to identify difficulties and recommend better strategies.
• Incorporates departmental inter-dependencies into project scope.
• Acts as liaison between business organizations and OIT to distinguish requests from true needs.
• Assesses proposed project plans to ensure accurate requirements and potential value.
• Maintains understanding of project scope across departments.

Skills

Communication skills

Business analysis

Documentation

Workflow analysis

Stakeholder liaison

Teamwork

Education

Bachelor’s degree in computer science, business or related field

8 years of relevant experience in lieu of degree

Tools

Zendesk

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.