Strategic Business Process & IT Liaison 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

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.