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Business Process Analyst Associate

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Job ID: 2120304
Location: SANTA ANA, CA, United States
Date Posted: Feb 3, 2022
Category: Information Technology
Subcategory: Bus Proc Analyst
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work:
Benefits: Click here

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Job Description


SAIC is seeking an ITSM Business Process Analyst to join our team in Santa Ana, CA.The ITSM Business Process Analyst requires extensive experience utilizing ServiceNow. This person will work closely with IT Service Management leadership and will collaborate with other IT Service Management (ITSM) related areas to facilitate end-to-end service workflow and system integration designed to simplify and enhance the support of our operations and customer experience. This position is also responsible for performing general administrative and clerical support, including coordination of office administrative activities (i.e. storing, retrieving, and integrating information for dissemination to staff and clients). The successful candidate will interact with other support staff and departments to gather, supply, or coordinate information. May be responsible for scheduling and making arrangements for meetings, for researching and securing requested information, and for researching, compiling and proofing of various reports and studies. You will have the opportunity to be part of a team of passionate IT Service Management professionals 

Duties and Responsibilities:

  • Serve as an ITIL process subject matter expert
  • Process development and documentation
  • Assist process owners with ITIL process development
  • Design/Create scheduled and ad-hoc reports for IT Management to gauge individual and team performance against target SLAs, customer satisfaction, improved productivity
  • Gather, analyze and report data to support recommendations decision making
  • Develop regular reports and dashboards for tracking
  • Track metrics to help improve service delivery
  • Manage and track Service Level Requirements within ServiceNow
  • Define specifications and modifications for the ServiceNow platform to address business needs and further IT Service Management practice
  • Build relationships amongst business and technical partners to identify gaps and inefficiencies in existing operations and transform into solutions and tangible deliverables within IT Service Management processes and platforms
  • Leverage deep understanding of the critical components of IT Service Management (e.g., Service Request development, incident classification, root cause analysis, change requirements) to provide analysis on effectiveness of current processes and recommend improvements to improve IT Service Management maturity.
  • Serve as information and communication managers for an office
  • Manage office projects, conduct research, and disseminate information by using the telephone, mail services, web sites, and e-mail
  • Review the efficiency of administrative procedures within the office and recommend improvements
  • Monitor administrative activities, ensure compliance with administrative procedures, rules, regulations, and statutes



  • Bachelors degree and 2+ years' experience of process improvement development with an emphasis on IT service delivery
  • Proficient with report writing and dashboards in ServiceNow
  • Must be capable of providing customer consulting services with minimal supervision
  • Strong interpersonal and communication skills (written and verbal). The position will require constant interaction with management.
  • Excellent Skills in Microsoft Office
  • Ability to communicate effectively with all levels of personnel
  • Strong Motivational skills
  • Team leadership skills
  • Excellent planning/time management skills
  • Excellent client-facing skills
  • Must be capable of providing customer consulting services with minimal supervision
  • Knowledge of:  fax machines, photocopiers, scanners, and videoconferencing and telephone systems
  • Skilled negotiating with vendors to purchase supplies, manage areas such as stockrooms and retrieve data from various sources
  • SAIC requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.

Desired Qualifications:

  • ITIL 3 Foundations Certification highly desired

COVID Policy: Prospective and/or new employees are required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy.


SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit

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