IT Business Analyst

🕒 April 28

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Citizant

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1999

🏛️ Government

🤖 Artificial Intelligence

🏢 Enterprise

💰 Private Equity Round - Citizant on 2012-12

Government • Artificial Intelligence • Enterprise

Citizant is a government-focused IT services and solutions firm that helps federal and commercial enterprises modernize their IT and data ecosystems. The company specializes in enterprise data management, data governance, analytics and visualization, and emerging AI capabilities — including agentic AI and unstructured content intelligence (ALUCIA™ and LUCIE™) to extract actionable data from large document sets. Citizant also provides IT modernization services such as Agile development, DevSecOps, automation and CI/CD pipeline work, alongside program support for CDOs and CIOs and participation in federal contract vehicles (GSA, CIO‑SP3, IDIQs) with recognized cybersecurity posture (CMMC Level 2).

📋 Description

• Improve IT Service Delivery • Analyze current IT service management processes and identify opportunities to improve efficiency, consistency, and performance. • Identify bottlenecks, redundancies, and opportunities for automation within existing workflows. • Develop recommendations that align with ITSM and industry best practices. • Document and Design Processes • Create clear documentation and visual representations of technical workflows, including: Process flow diagrams, Process maps, Standard operating procedures (SOPs), Current-state and future-state analyses • Translate complex technical processes into clear documentation that can be understood by both technical teams and executive leadership. • Support ServiceNow Process Improvements • Partner with stakeholders and technical teams to gather requirements for enterprise project and service management processes within ServiceNow. • Help design and improve system workflows that support end-to-end requirement intake through project completion. • Communicate with Leadership • Facilitate stakeholder discussions and workshops to gather requirements and validate process improvements. • Present recommendations and process updates to senior non-technical leadership in a clear and concise manner. • Develop executive-level briefings and stakeholder updates. • Enable Adoption Through Training • Develop training materials and user guidance to support new processes. • Provide training and guidance to teams and leadership on updated workflows and procedures. • Help ensure process improvements are consistently adopted across the organization. • Measure and Monitor Performance • Establish metrics and performance indicators to measure the effectiveness of IT service delivery processes. • Develop dashboards and reporting tools that provide leadership with visibility into process performance.

🎯 Requirements

• 10+ years of experience in IT Service Management, IT operations, or enterprise process improvement • Experience working with ServiceNow or similar enterprise ITSM platforms • Strong experience documenting technical processes, workflows, and system requirements • Demonstrated ability to translate technical processes for non-technical stakeholders • Experience creating process documentation, SOPs, and workflow diagrams • Strong stakeholder engagement and facilitation skills • Excellent written and verbal communication skills • Master’s degree in Information Technology, Information Systems, Business Administration, or a related field

🏖️ Benefits

• Medical, dental, and vision insurance • 401(k) • Generous PTO • Company-paid life and disability insurance • Flexible Spending Accounts (FSA) • Employee Assistance Program (EAP) • Tuition Assistance & Professional Development Program