Senior Technical Business Analyst - ITIL 4 certification required (Remote in OR, WA, ID or MT)

Motus Recruiting and Staffing, Inc.; Portland (OR); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Employee benefits

Renewable contract

Job summary

A leading recruiting and staffing firm is seeking a Senior Technical Business Analyst in Portland, Oregon. In this remote role, the analyst will focus on guiding IT teams in IT service delivery transformation, especially in defining services according to ITIL 4 best practices. Responsibilities include strategic planning, conducting change impact analyses, and facilitating workshops. Candidates need 8+ years of relevant experience and ITIL 4 certifications. This is a one-year renewable contract with benefits.

Qualifications

• Minimum of 5 years in IT service management or process re-engineering.
• 8+ years of experience required with relevant degree.
• Expertise in ITIL 4 framework.

Responsibilities

• Lead strategic planning for the Service Delivery Modernization initiative.
• Advise leadership on team readiness and potential challenges.
• Conduct change impact analyses.

Skills

ITIL 4 expertise

Technical writing

Collaborative consensus-building

Change management

Education

Bachelor’s or associate’s degree in IT, business systems, or related field

Job description

Senior Technical Business Analyst – ITIL 4 Certification required (Remote)

Only candidates who reside in OR, WA, ID and MT will be considered for this position. Our client, a leading Pacific Northwest utility provider committed to public service and environmental preservation, is looking for a Senior Technical Business Analyst (with ITIL 4 certification) for their Portland, Oregon location. In this role you will provide expert analysis, facilitation, and advisory support for a long-term IT service delivery transformation within the Software Development and Operations organization. The work encompasses two primary objectives:

• Near-Term: ServiceNow Readiness. The immediate focus is to guide IT teams in defining and standardizing their services according to ITIL 4 best practices. A key function is to consult on how newly defined services and processes can be effectively modeled within ServiceNow, ensuring all preparatory work provides clear and actionable input to the ServiceNow implementation team.
• Long-Term: Capacity Building. Beyond the initial implementation, this role will be pivotal in embedding a durable service management practice within the organization. The goal is to facilitate the development of internal expertise, governance structures, and a framework for continuous improvement, enabling the organization to manage and enhance its IT services effectively long after the ServiceNow go-live.

This remote position is a one-year renewable contract that includes employee benefits! If you feel that this position aligns with your professional experience, we want to hear from you!

Key Responsibilities for Senior Technical Business Analyst:

• Advise on and support the execution of a strategic plan for the Service Delivery Modernization initiative, ensuring alignment with organizational goals.
• Serve as an advisor to leadership, providing insights on team readiness, potential adoption challenges, and recommend strategies to address concerns and resistance.
• Conduct detailed change impact analyses, assessing how new service-centric processes will affect roles, workflows, and team objectives, and provide findings to leadership.
• Identify groups that may experience high impact from the change and recommend targeted support and readiness plans to address their unique needs and challenges.
• Develop draft risk mitigation strategies, recommending proactive solutions to potential areas of resistance or adoption hurdles.
• Recommend measurable objectives for successful service modernization, outlining clear draft stages and milestones for review and approval by management.
• Design and facilitate hands‑on workshops, group meetings, and interviews with IT teams to define and document current‑state business processes, challenges, and user experiences.
• Guide IT teams in applying ITIL 4 principles to their daily work through small‑group training sessions and coaching.
• Guide and support IT teams in developing detailed business process models and documentation for new, service‑centric workflows.
• Develop and refine draft service design frameworks, process maps, and request models that are scalable and adaptable for enterprise use.
• Assist IT personnel in defining an application's portfolio of dependent services and technical needs, and understanding the relationship between an application and the technical services it relies on.
• Analyze and review service designs being developed by IT teams, providing expert feedback and recommendations to ensure they align with the established framework and maintain a consistent quality.
• Identify measures or indicators of service performance and recommend actions needed to improve or correct performance, relative to the goals of the service.
• Conduct regular consultations with stakeholders as directed, including team leads, system users, and other IT teams, to gather input on service design and performance.

Requirements/Qualifications for Senior Technical Business Analyst:

• A bachelor’s or associate’s degree in information/computer technology, business systems, business administration, or a related technical field is preferred.
• 8 years of experience is required with an applicable bachelor’s degree.
• 10 years of experience is required with an applicable associate’s degree.
• 12 years of experience is required without a degree or an applicable degree.
• Experience must be consistent with the specific requirements of business systems analysis and/or IT process management and progressively more technical or strategic in nature.
• Minimum of 5 years of experience must be in a role focused on IT service management, process re‑engineering, or leading ITSM‑focused initiatives.
• Certifications in ITIL 4 Foundation and ITIL 4 Specialist: Create, Deliver and Support (CDS) are required.
• Expertise in ITIL 4: Must possess an expert‑level understanding of the ITIL 4 framework, its guiding principles, and the service value system. Candidates must be able to clearly articulate the key differences and strategic shift from ITIL v3 to ITIL 4.
• Demonstrated, hands‑on experience leading or facilitating successful ITSM transformation, service catalog development, or similar process re‑engineering initiative.
• Proven ability to lead workshops, train technical teams, and build consensus in a collaborative and empowering manner. Must be adept at “handholding” teams through change without providing all the answers.
• Strong technical writing ability and experience developing process documentation, business cases, and functional specifications.
• The ability to communicate complex concepts clearly and persuasively to both technical and managerial audiences.

We are unable to accommodate corp. to corp. candidates

About Motus Recruiting and Staffing, Inc:

Founded in 2006, Motus is an award‑winning recruiting and staffing firm in the Pacific Northwest, specializing in professional services and technology solutions. We are a group of people who not only recognize the importance of representation, but actively fight for diversity, equity, and inclusion in the recruitment process. Our goal is to educate organizations on the importance of DEI when hiring, promoting, and supporting diverse employees. We are calling organizations to demonstrate their commitment to DEI by being intentional about who they hire.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.