End User Services; Digital Workplace Business Analyst

Employment Type:
Full-Time

Location:
Hybrid (Minneapolis, MN)

Are you a Business Analyst who thrives at the intersection of IT operations, workplace technology, and end user experience?

We are looking for a hands‑on End User Services (EUS) Business Analyst to support enterprise technology initiatives that directly impact how employees work—from device lifecycle programs and collaboration tools to service desk and support experience improvements.

This role is ideal for someone who understands how end user technology ecosystems actually operate and can translate user pain points into actionable solutions that improve productivity at scale.

Support initiatives across the digital workplace/end user services space, including:

• Laptop and device lifecycle programs (refresh, provisioning, deployment)
• Collaboration tooling (Microsoft 365, Teams, Copilot, AV/conferencing)
• Service desk and ITSM workflow improvements (incident, request, onboarding)
• Endpoint/access experiences (login, VPN, identity, VDI)
• Continuous improvement initiatives to reduce friction in the employee experience

• Partner with end users, service desk teams, and IT stakeholders to identify friction points and improvement opportunities
• Elicit, analyze, and document functional and non‑functional requirements
• Translate operational challenges into clear, actionable requirements

• Map and optimize processes such as:
  • Device provisioning and onboarding
  • Software deployments and upgrades
  • Incident and service request fulfillment
• Identify gaps, inefficiencies, and improvement opportunities

• Support delivery of:
  • Hardware rollouts (laptops, peripherals, mobile devices)
  • Collaboration platforms and productivity tools
• Partner with engineering teams to ensure solutions align to business needs

• Develop and execute test scenarios and scripts
• Validate:
  • Device builds and configurations
  • User workflows and service processes
• Ensure traceability from requirements to delivered outcomes

• Act as a liaison between:
  • Business users
  • IT operations / service desk
  • Engineering and delivery teams
• Drive clarity across highly cross‑functional environments

• Analyze service and operational trends (ticket volume, user issues, delays)
• Recommend improvements that enhance:
  • User experience
  • Service efficiency
  • Operational effectiveness

• 5–10+ years of Business Analyst or Systems Analyst experience
• Experience supporting IT, digital workplace, or end user services initiatives
• Strong background in:
  • Requirements gathering and documentation
  • User stories and Agile delivery
  • Stakeholder engagement in complex environments

• End User Services / End User Computing (EUS / EUC)
• IT Service Management (ITSM) environments (Service Now, Jira Service Management)
• Device lifecycle programs (laptops, endpoint management, imaging, deployment)
• Microsoft 365 ecosystem (Teams, Office apps, Copilot, One Drive)
• Service desk or support model optimization
• Identity and access / user onboarding workflows
• Virtual desktop (VDI) or remote workforce environments

• Ability to translate technical concepts into business‑friendly language
• Strong analytical and problem‑solving mindset
• Excellent communication across IT and non‑technical stakeholders
• Comfortable operating in operational + delivery‑focused environments (not just strategy)
• Self‑starter who can navigate ambiguity and drive outcomes

• Quickly understand how employees interact with technology across the company
• Identify and eliminate pain points in:
  • Onboarding
  • Device access
  • Collaboration tools
• Help deliver solutions that reduce friction and improve productivity at scale
• Become a trusted partner to both IT operations and business stakeholders

This is not a traditional BA role. You will directly influence the employee experience across the enterprise
, helping ensure that people have the tools and support they need to work effectively every day.

At…