Senior IT Service & Process Analyst (Remote)

S P A Enterprise Info Services; United States; Remote; USD 90,000 - 125,000; Full time

Job summary

S P A Enterprise Info Services is seeking an experienced Business Analyst to support design, implementation, and continuous improvement of operational support models for critical applications and services. You will collaborate with stakeholders, technology teams, vendors, and service owners to document, optimize, and govern support processes and procedures.

The role emphasizes an analytical mindset, strong documentation, and translating complex business and technical needs into clear

Qualifications

• 5+ years of Business Analysis experience in IT, application support, or service management.
• Experience creating FSDs, BRDs, process docs, RACI matrices, and service management documentation.
• Experience with Incident Management, Change Management, Release Management, Service Transition, and Support Model design.
• Experience using Azure DevOps for backlog management and requirement tracking.
• Understanding of ITIL principles and service management best practices.
• Strong stakeholder management and workshop facilitation skills.

Responsibilities

• Design, document, and optimize support models and governance.
• Develop FSDs, Service Design Docs, runbooks, and process flows.
• Lead workshops to gather requirements from business and tech stakeholders.
• Define Incident, Problem, Change, Service Request processes and SLAs/OLAs.
• Create RACI matrices and support KPI reporting.
• Coordinate with DEV, test, and business for UAT and releases.
• Promote AI and automation in BA practices.

Skills

Business Analysis

FSD/BRD Docs

RACI Matrices

ITIL & Service Mgmt

Stakeholder Management

Workshop Facilitation

Tools

Azure DevOps

ServiceNow

Job description

S P A Enterprise Info Services is seeking an experienced Business Analyst to support design, implementation, and continuous improvement of operational support models for critical applications and services. You will collaborate with stakeholders, technology teams, vendors, and service owners to document, optimize, and govern support processes and procedures.

The role emphasizes an analytical mindset, strong documentation, and translating complex business and technical needs into clear