Business Analyst

Business Analyst

Location:

Local to Des Moines, IA

Key Responsibilities:

• Support and document statewide and agency-specific service request workflows.
• Assist with change management procedures for DoIT staff, expanding current change and configuration management practices.
• Map Configuration Item (CI) relationships within the CMDB.
• Define and document Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for both agencies and internal DoIT teams.
• Identify and document integration requirements between ITSM processes and other DOM/DoIT systems.
• Gather business requirements for dashboards and reporting to enhance agency visibility and performance tracking.
• Support QA testing efforts, including writing and executing test cases for ITSM-related processes.
• Collaborate with business and technical teams to deliver value through discovery, innovation, and continuous improvement.

Required

Skills and Experience:

• 5+ years of experience as a Business Analyst, ideally in a public-sector or IT service management context.
• Demonstrated experience with:
• ITSM processes and tools
• Business process definition, requirements elicitation, and documentation
• Use of tools such as Azure Dev Ops (ADO), Jira, IBM Rational Team Suite (RTC)
• Creating and executing test plans and test cases
• SLAs, KPIs, and CMDB/CI documentation
• Strong analytical and problem-solving skills, with the ability to guide stakeholders through effective decision-making.
• Expertise in process mapping, data analysis, and solution recommendation.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Visio).
• Experience working in Agile/Scrum environments.

Preferred Qualifications:

• ITIL v4 Certification (preferred but not required)
• Experience delivering solutions for public sector clients
• Understanding of business case development, ROI analysis, and risk/impact assessment

Ideal Candidate Traits:

• Driven and detail-oriented with a passion for improving service delivery
• Comfortable working independently while engaging cross-functional teams
• Committed to continuous improvement and innovation in service management