Business Systems Analyst II

This is a fully remote position, open to applicants in United States.

📋 Description

• Collect, analyze, document, and enhance business and system requirements.

• Collaborate with federal product owners and technical teams to clarify requested system improvements.

• Create and maintain Agile user stories with well-defined acceptance criteria.

• Document functional requirements, business rules, workflows, dependencies, assumptions, and constraints.

• Engage in backlog refinement, sprint planning, daily standups, demonstrations, and retrospectives.

• Assist development and testing teams by clarifying requirements and expected behaviors.

• Help coordinate User Acceptance Testing and document customer feedback.

• Develop and maintain Standard Operating Procedures (SOPs), workflow diagrams, knowledge base articles, user guides, and training materials.

• Track requirements, decisions, action items, risks, issues, and change requests.

• Foster communication between business stakeholders, federal leads, engineers, testers, and support teams.

• When assigned to Customer Support, monitor various communication channels for user inquiries.

• Acknowledge customer contacts within 15 minutes of identification.

• Investigate and identify a solution, workaround, escalation path, or expected resolution method within four hours.

• Provide Tier 1 support for ICAM applications and services.

• Escalate technical defects or infrastructure issues to Tier 2 or Tier 3 staff.

• Maintain and enhance ServiceNow procedures and knowledge base content.

⛳️ Requirements

• Proven experience in gathering and documenting software or systems requirements.

• Demonstrated experience in writing Agile user stories and acceptance criteria.

• Participation in Scrum or similar Agile ceremonies is required.

• Ability to translate business requirements into clear, testable specifications.

• Experience in documenting workflows, processes, business rules, or system behaviors.

• Proven ability to collaborate with product owners, developers, testers, and business stakeholders.

• Experience in providing technical customer support or coordinating the resolution of user issues.

• Ability to create or maintain knowledge base articles, SOPs, or user documentation.

• Capability to manage time-sensitive customer communications and escalations.

• Must be able to obtain and maintain favorable DHS EOD, suitability, and required system access.

• Preferred: Previous experience in DHS or federal civilian business analysis.

• Preferred: Background in supporting ICAM, IAM, access management, SSO, PIV, PKI, PAM, account management, or cybersecurity systems.

• Preferred: Familiarity with Jira, Confluence, ServiceNow, SharePoint, Microsoft Teams, or Visio.

• Preferred: Experience supporting a federal service desk or mission-system customer support function.

• Preferred: Experience coordinating User Acceptance Testing (UAT).

• Preferred: Knowledge of Section 508, privacy, security, or audit-related requirements.

• Preferred: Support experience for technical teams working in two-week sprint cycles.

🏝️ Benefits

• Comprehensive benefits package.

• Excellent training and career development opportunities.

• Flexible work schedules.

• Competitive compensation package.

• A work environment that encourages employees to be themselves, collaborate, and inquire.

• Equal Opportunity Employer.