Senior ITSM Business Process Analyst

Clearance Level
Business Process Analysis
Remote, Based in Virginia
Remote, Based in Maryland

REQ#: RQ96231

Travel Required: None
Public Trust: None
Requisition Type: Regular

We are GDIT. We stay at the forefront of innovation to solve complex technical challenges. 

GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Senior IT Service Management (ITSM) Business Process Analyst joining our team to support our internal users.

At GDIT, we foster a people-centric environment. As a Senior ITSM Business Process Analyst supporting our internal users, you will be trusted to work within the ITIL Framework using Agile Software Development process and interfacing between our stakeholders, our ServiceNow developers and testers, and your teammates. In this role, a typical day will include:

  • Supporting the planning, design, and implementation ITSM processes and tools.
  • Collaborating with our IT and business stakeholders along with our software development team.
  • Identifying and analyzing business needs, conducting requirements gathering, and defining scope and objectives.
  • Works with key process stakeholders (IT, HR, Finance, Real Estate, etc.) to capture process policies, work instructions, and knowledge expertise
  • Leading Agile grooming sessions.
  • Verifies adherence to specified process requirements and supports testing and quality assurance activities.
  • Your success will be measured through successful sprint lifecycles (requirement gathering, story writing, grooming, development, testing, releasing).


  • Either a Bachelor’s degree and 5+ years of related work experience OR in lieu of a Bachelor’s, you may substitute an ITIL certification, scrum certification, or ServiceNow certification with 3 years of related experience or 3 years in the military.
  • Working knowledge of the Service Management workflows and Information Technology Service Management processes
  • Relevant experience as an Information Technology Service Management business process analyst in programs of similar scope, type, and complexity
  • Excellent written and communications skills with the ability to clearly document and explain business processes
  • Required Qualifications: ITIL certification(s) or training; Exceptional skills documenting business requirements, user stories, process guides, and project collateral to be implemented in ServiceNow.
  • Desired Qualifications: Preferred: scrum master or agile practioner or ability to attain CSM (certified scrum master) certification and grow into a scrum master role.


  • Full-flex work week
  • 401K with company match
  • Customizable health benefits packages
  • Collaborative teams of highly motivated critical thinkers and innovators
  • Internal mobility team dedicated to helping you own your career
  • Rewards program for high-performing employees

Not sure this job’s the one for you? Check out our other openings at

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.