Automation Services Business Analyst

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes.

BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person.

You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

We are seeking a highly analytical and results-driven Automation Services Business Analyst to join our team. The ideal candidate will have a strong background in business process analysis, requirements gathering, and solution design, with a particular focus on the Service Now platform
. You will play a key role in identifying opportunities for operational improvement, driving digital transformation initiatives, and ensuring successful implementation of scalable solutions. Experience working in Agile environments
, writing user stories, and managing scrum boards is essential. Familiarity with automation technologies is a plus.

• Collaborate with stakeholders to gather and document business requirements, focusing on scalable solutions within the Service Now platform
• Analyze current processes and identify opportunities for improvement and digital transformation
• Translate business needs into clear, actionable Agile user stories with defined acceptance criteria
• Manage and maintain scrum boards (e.g., Jira, Azure Dev Ops), ensuring visibility and progress tracking
• Facilitate Agile ceremonies including sprint planning, backlog grooming, and stand-ups
• Partner with Service Now developers and technical teams to design and implement platform solutions
• Support UAT, training, and change management activities during deployments.
• Monitor KPIs and provide insights on solution performance and business impact.
• Serve as a liaison between business stakeholders and technical teams to ensure alignment and clarity.

• Bachelor’s degree in Business, Information Systems, or related field
• 5+ years of experience as a Business Analyst in a technology or operations-focused environment
• Proven experience with Service Now (ITSM, HRSD, or other modules); ability to translate business needs into platform solutions
• Strong understanding of Agile methodologies; skilled in writing user stories and managing scrum boards
• Proficient in tools like Jira
  , Confluence
  , or Azure Dev Ops
• Excellent communication, documentation, and stakeholder engagement skills
• Experience in process improvement
  , change management
  , and cross-functional collaboration
• Nice to have: familiarity with automation tools (e.g., RPA, scripting), Service Now certifications, and data visualization skills (e.g., Power BI, Tableau)

Note: T…