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About the role
Key responsibilities & impact- Elicit, analyze, and document business requirements from Government stakeholders and program teams.
- Analyze and document customer needs, workflows, and use case requirements to support business and technical decision-making.
- Translate mission needs into functional requirements, user stories, and acceptance criteria.
- Analyze existing business processes and identify opportunities for improvement, automation, and optimization.
- Support development of process models, workflows, and business process documentation.
- Collaborate with product owners, engineers, data teams, and UX designers to ensure requirements are clearly understood and implemented.
- Support prioritization and refinement of product backlogs in alignment with program objectives.
- Conduct data analysis and develop insights to support decision-making and performance improvement.
- Collect, analyze, and assess user and customer analytic data to inform system changes and improvements.
- Assist in validation and verification of system functionality against business requirements.
- Support development of reports, dashboards, and metrics to track program performance and outcomes.
- Facilitate stakeholder meetings, workshops, and requirements sessions.
- Develop, test, and refine business processes and functional capabilities such as reports, dashboards, and other decision-support tools.
- Create and maintain a Customer Success Operations Plan (CUP) for managing all customer support-related aspects of the program.
- Support Service Portfolio Management operations to evaluate and prioritize future service investments.
- Plan, coordinate, and engage System stakeholders to understand and capture their objectives, priorities, and concerns.
- Assist the Government in defining, establishing, and maintaining Service Levels for all major services.
- Conduct customer relationship management operations to foster and maintain strong relationships with all customers.
- Implement and maintain an efficient, repeatable, easy-to-use Customer Use Case Intake and Solutioning process.
- Ensure alignment of business requirements with program goals, policies, and compliance standards.
- Design, build, publish, and maintain a service catalog covering System services.
- Support the Government in conducting program communications regarding the System.
- Design, build, publish, and maintain online training materials covering all aspects of using and operating within the System.
- Design, build, operate, maintain, and populate a Knowledge Management system.
- Participate in SAFe ceremonies including PI Planning, backlog refinement, sprint reviews, and retrospectives.
Requirements
What you’ll need- Active Secret clearance with SCI eligibility
- Bachelor’s degree in Business Administration, Information Systems, Data Analytics, or related discipline and 8 years of relevant experience OR Master’s degree in a related field and 6 years of relevant experience
- Experience performing business analysis in large-scale IT or data-driven programs
- Experience eliciting and documenting requirements using Agile methodologies
- Experience analyzing business processes and recommending improvements
- Experience working with cross-functional technical teams
- Strong analytical, communication, and stakeholder engagement skills
- Strong understanding of customer success operations and service portfolio management
- Experience with data analytics, AI, and enterprise data platforms
- Proven ability to translate business requirements into functional and technical specifications
- Experience with stakeholder engagement and customer relationship management
- Strong analytical and problem-solving skills
- Excellent communication and presentation skills.
Benefits
Comp & perks- Competitive compensation
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
business analysisdata analyticsAgile methodologiesprocess improvementfunctional requirementsuser storiesacceptance criteriadata analysisreport developmentknowledge management
Soft Skills
analytical skillscommunication skillsstakeholder engagementproblem-solving skillscollaborationfacilitationcustomer relationship managementpresentation skillsorganizational skillsprioritization
Certifications
Active Secret clearance with SCI eligibility