Business Analyst & Platform Liaison

Job Description

We are seeking a Business Analyst and OCM Platform Liaison to serve as the critical connective tissue between our client, the FAA, and our internal Development team. This is not a development or platform administration role, and it is not an Air Traffic Control role. It is a relationship and translation role for someone who brings strong business analysis skills, genuine depth in Organizational Change Management, and the platform curiosity to learn a new tool quickly and become the person the client relies on.

This role is responsible for stakeholder analyses, engagement planning, readiness tracking, and program communication. Translating this into clear platform requirements is the core of what makes someone successful here.

• Serve as the primary liaison between client stakeholders (Prime Contractor, FAA, and other stakeholders) and the internal Development team, translating business needs into clear, actionable requirements and translating technical realities back into terms the client can act on.
• Lead requirements gathering sessions, workshops, and one‑on‑one conversations with client stakeholders to understand their goals and how the platform can best support them.
• Serve as the trusted onsite platform resource in Herndon; this is the person program staff will come to when they are stuck, need guidance, or want to understand how the platform supports their OCM work.
• Partner with change effort owners and Dev leads to shape configuration and enhancement priorities based on validated client needs.
• Build and maintain job aids, Quick Reference Guides (QRGs), FAQs, and other enablement materials that make the platform easier to use and adopt.
• Facilitate ongoing feedback loops between the client and Dev team so that platform changes are visible, explained, and clearly tied to stakeholder input.
• Be a consistent, credible, and responsive point of contact who reflects our broader commitment to customer service, not just a ticketing system.
• Maintain a working knowledge of program governance artifacts (schedules, risk logs, action trackers) relevant to platform delivery.
• Maintain a working agile rhythm with the Dev team, including a clear intake process for translating client needs into build‑ready requirements.

• Mandatory:
  Must be able to obtain Public Trust clearance (U.S. Citizen).
• Must have experience providing requirements gathering, process analysis, stakeholder communication, and implementation & testing support in an enterprise platform environment.
• Must possess a strong business analyst background, with proven ability to gather, document, and translate business requirements into technical specifications.
• Must have business analyst experience in an Agile Software Development methodology—comfortable working in sprint‑based delivery with a technical team.
• Must be familiar with at least one enterprise COTS platform (e.g., Service Now, Salesforce, Microsoft Dynamics, or equivalent).
• Must have sufficient depth in Organizational Change Management to engage credibly.
• Must have exceptional interpersonal and relationship‑building skills, with the ability to earn trust and build strong working relationships with senior stakeholders.
• Must have strong verbal and written communication skills, able to flex between technical and non‑technical audiences in the same conversation.

• Direct Service Now experience as a BA, platform user, or in a liaison or support role on a Service Now implementation.
• Experience supporting a Service Now implementation specifically within an Organizational Change Management or technology adoption context.
• Demonstrated expertise and knowledge of change management principles and practice with the ability to apply a structured framework (such as ADKAR or Kotter or equivalent).
• Prior experience working within a federal contracting environment, particularly in aviation or another safety‑critical industry.
• Familiarity with the FAA, air traffic control, or Department of Transportation operations.

USD $ – USD $

• Comprehensive medical, dental & vision insurance that starts the first of the month after you join the team.
• 401(k)…