Business Process Analyst – IT Service Operations

Overview

Inte Pros is seeking a Business Process Analyst to support the IT Services Variable organization on a temporary initiative focused on an IT Service Now migration and on-premises business requirements gathering. This role partners with IT support engineering and stakeholders to document processes, map workflows, and translate technical requirements into clear, structured documentation. The position is documentation-heavy with regular stakeholder collaboration and offers exposure to a large-scale, global IT services environment.

• Opportunity to learn different parts of IT operations
• Exposure to onsite infrastructure and in-person support environments
• Visibility into a mega-scale IT organization
• Collaborative, structured team environment

• Monday–Friday, 9am–5pm PST (40 hours/week)
• Preferably flexible schedule
• No overtime, weekend, or holiday work
• Large organization with many verticals
• Team of 9 people
• Fun, collaborative, and well-structured team culture
• Work allocation:
• ~70% documentation creation
• ~30% stakeholder meetings

• Business Requirements & Process Mapping
• Support business requirements gathering for on-premises environments
• Assist with process mapping activities
• Document IT support engineering requirements

• Translate technical requirements into clear, layman-friendly documentation
• Create structured process and workflow documentation
• Produce high-quality documentation in a timely manner

• Utilize Asana
• Use Lucid Chart for process mapping
• Leverage M365 documentation tools
• Review Service Now mock-ups (no direct system access)

• Meet with stakeholders to gather requirements
• Partner with IT support engineering teams
• Communicate clearly and ask probing questions to clarify needs

• Skills in business process mapping
• Ability to translate technical information into clear, easy-to-understand documentation for engineers
• Strong verbal communication and probing skills

• Knowledge of IT service management
• Familiarity with Lucid Chart
• Schedule flexibility (no graveyard or past midnight shifts)

• Minimum 5 years of experience in this field
• Ability to work with diverse global teams
• Preferred degree or additional advanced learning experience

• Experience directly related to business process and documentation work
• Ability to independently produce accurate, high-quality documentation
• Deliverables completed on time and with clarity