Business Analyst

Business Analyst

Arcticom, LLC provides network and systems administration, enterprise architecture and resource planning, certification and accreditation, software design, programming, maintenance of telecommunications and land mobile radio equipment and systems, help desk support and IT transformation services among other services.

The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned. To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

Wage/Salary Range: $100k – 140k

Applicants will be notified via phone or email within ten (10) business days of submittal.

Essential Duties & Responsibilities:

• Own, prioritize, and maintain the product backlog for the Service Desk and User Access platforms. Ensure user stories are clearly defined and ready for development sprints.
• Act as the primary liaison between government sponsors, functional community leads, and the technical delivery team to gather requirements and communicate product vision.
• Create and maintain a strategic product roadmap that anticipates future enterprise needs, such as Zero Trust architecture integration and automated provisioning.
• Supervise day-to-day Service Desk operations and user access workflows, ensuring Service Level Agreements (SLAs) and key performance indicators are consistently met.
• Assist in drafting project schedules, managing resource allocations, and tracking milestones.
• Identify operational risks and compliance issues (e.g., unauthorized access risks, SLA breaches) and develop mitigation strategies in alignment with security protocols.
• Generate recurring performance reports, compile operational metrics, and brief leadership on team throughput, ticket resolution times, and access provisioning bottlenecks.
• Analyze and document current-state service desk and user access workflows and user onboarding/offboarding processes. Design optimized future-state process maps.
• Gather detailed technical and functional requirements from stakeholders for system upgrades, new user community implementation and existing user community migration.
• Design, build, and maintain automated reporting dashboards to track Service Desk Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and operational throughput.
• Analyze historical ticket data and user access requests to identify bottlenecks, forecast support demands, and recommend solutions for recurring issues.

Required (Minimum Necessary)

Qualifications:

• Education Requirements:
  
  Must have a bachelor's degree or 5-10 years equivalent experience
• Level of Experience Requirements:
• Ten (10) years of USAF Logistics knowledge.
• Hold or have the ability to acquire a government security clearance; requires U.S. citizenship.

Knowledge, Skills, Abilities, and Other Characteristics:

• Experience in process mapping, data modeling, taxonomies, ontological models, and systems analysis required.
• Proficiency in data visualization tools (e.g., Tableau, Power BI, Qlik)
• Strong written and verbal communication skills, ability to communicate technical and business information effectively to both technical and non-technical people.
• Ability to understand our business, be a team player and enjoy working in a team-oriented environment.
• Strong problem solving/decision-making skills.
• Experience leading and influencing others, including senior level personnel.
• Process design and implementation.
• Demonstrated analytical skills.
• Strong collaboration skills.
• Ability to translate operational policies into technical user stories
• Experience managing cross-functional teams
• Advanced proficiency in Excel. Intermediate proficiency with Power Point, SharePoint, Power Automate.
• Proficient with Jira and Confluence.
• Strong quantitative analysis capabilities
• Demonstrated knowledge of Agile methodology.
• Demonstrated knowledge of project management discipline.
• Strong organizational skills.
• Technical document writing.
• Knowledge of ELMS and Air Force logistics systems

Preferred:

• Project Management certification desired, but not required

Supervisory Responsibilities:

• This position will not have supervisory responsibilities.

DOT Covered/Safety-Sensitive

Role Requirements:

• This position is not subject to federal requirements regarding Department of Transportation "safety-sensitive" functions.

Necessary

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Employees must always maintain a constant state of mental alertness. Reasonable accommodation may be made to enable individuals with disabilities to perform the…