Senior Technical Business Analyst - ITIL certification ; Remote in OR, WA, or MT

Senior Technical Business Analyst – ITIL 4 Certification required (Remote)

Only candidates who reside in OR, WA,  MT will be considered for this position. Our client, a leading Pacific Northwest utility provider committed to public service and environmental preservation, is looking for a Senior Technical Business Analyst (with ITIL 4 certification) for their Portland, Oregon location. In this role you will provide expert analysis, facilitation, and advisory support for a long-term IT service delivery transformation within the Software Development and Operations organization.

The work encompasses two primary objectives:

• Near-Term:
  Service Now Readiness. The immediate focus is to guide IT teams in defining and standardizing their services according to ITIL 4 best practices. A key function is to consult on how newly defined services and processes can be effectively modeled within Service Now, ensuring all preparatory work provides clear and actionable input to the Service Now implementation team.
• Long-Term:
  Capacity Building. Beyond the initial implementation, this role will be pivotal in embedding a durable service management practice within the organization. The goal is to facilitate the development of internal expertise, governance structures, and a framework for continuous improvement, enabling the organization to manage and enhance its IT services effectively long after the Service Now go-live.

This remote position is a one-year renewable contract that includes employee benefits! If you feel that this position aligns with your professional experience, we want to hear from you!

• Advise on and support the execution of a strategic plan for the Service Delivery Modernization initiative, ensuring alignment with organizational goals.
• Serve as an advisor to leadership, providing insights on team readiness, potential adoption challenges, and recommend strategies to address concerns and resistance.
• Conduct detailed change impact analyses, assessing how new service-centric processes will affect roles, workflows, and team objectives, and provide findings to leadership.
• Identify groups that may experience high impact from the change and recommend targeted support and readiness plans to address their unique needs and challenges.
• Develop draft risk mitigation strategies, recommending proactive solutions to potential areas of resistance or adoption hurdles.
• Recommend measurable objectives for successful service modernization, outlining clear draft stages and milestones for review and approval by management.
• Design and facilitate hands‑on workshops, group meetings, and interviews with IT teams to define and document current‑state business processes, challenges, and user experiences.
• Guide IT teams in applying ITIL 4 principles to their daily work through small‑group training sessions and coaching.
• Guide and support IT teams in developing detailed business process models and documentation for new, service‑centric workflows.
• Develop and refine draft service design frameworks, process maps, and request models that are scalable and adaptable for enterprise use.
• Assist IT personnel in defining an application's portfolio of dependent services and technical needs, and understanding the relationship between an application and the technical services it relies on.
• Analyze and review service designs being developed by IT teams, providing expert feedback and recommendations to ensure they align with the established framework and maintain a consistent quality.
• Identify measures or indicators of service performance and recommend actions needed to improve or correct performance, relative to the goals of the service.
• Conduct regular consultations with stakeholders as directed, including team leads, system users, and other IT teams, to gather input on service design and performance.

• A bachelor’s or associate’s degree in information/computer technology, business systems, business administration, or a related technical field is preferred.
• 8 years of experience is required with an applicable bachelor’s degree.
• 10 years…