By Light Professional IT Services, Inc

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Senior Business Analyst

at By Light Professional IT Services, Inc

Posted: 6/23/2019
Job Reference #: 2791

Job Description

  • Job LocationsUS-DC
    Posted Date2 months ago(5/30/2019 1:51 PM)
    # of Openings
    Information Technology
    Tier 2 - Moderate
  • Overview

    By Light is hiring a Senior Business Analyst to join our team suporting the Department of Veterans Affairs. This position will lead a Business Analysis team to review, analyze, and recommend improvements for existing business processes as they relate to IT service delivery.

    By Light provides a broad range of hardware, software, engineering, and IT integration services. Headquartered in Arlington, VA, we support defense, civilian, commercial, and health IT customers worldwide. We offer an excellent benefits package that includes: medical, dental, vision, life and disability insurance, paid time off, paid holidays, and 401(k) match.


    • Perform Analysis of current operations processes to identify best practices to improve IT Services
    • Develop and deliver dashboard reports that display level of service, to include count of helpdesk tickets, response/resolution times
    • Work with our client to develop reports for each of the existing Technical entities
    • Perform process inventory and document the “As-Is” processes and deliver the process inventory documentation
    • Develop and Deliver the “As-Is” processes VISIO Documentation for each of the existing Technical Entities
    • Evaluate existing processes with our client leadership to determine the best approach for service improvement
    • Develop and Deliver IT Industry Best Practices/Information Technology Infrastructure Library (ITIL) Metrics on “To-Be” Processes
    • Develop standards for IT service delivery and customer experience satisfaction in accordance with ITIL, Field Operations, and End User Operations guidance
    • Randomly gather customer IT service delivery satisfaction data via existing survey tools to evaluate the current state of customer experience satisfaction on a quarterly basis
    • Deliver current state of customer satisfaction and collaborate with client leadership to develop recommendations for service delivery and customer experience satisfaction improvement
    • Deliver a Quarterly Customer Satisfaction Report that shall include the statistics of customer satisfaction, conclusions and recommendations

    Required Experience/Qualifications

    • 5 to 10 years relevant experience or equivalent education
    • ITIL v3 or newer certification
    • Proven record for Business Process Analysis and Improvement

    Preferred Experience/Qualifications

    • Active VA Clearance

    Special Requirements/Security Clearance

    • Must be able to successfully complete a background investigation
    • On-Site at Veterans Affairs Office in the DC Metro Area

    An Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities