Senior IT Operations Business Process Analyst

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

REQ#: RQ96233

Travel Required: 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 Operations Business Process Analyst joining our team to support our internal users.

At GDIT, we foster a people-centric environment. As a Senior IT Operations Business Process Analyst supporting our internal users, you will be trusted to work within the ITIL Framework. In this role, a typical day will include:

  • Collaborating with cross-functional teams to resolve user impacting issues
  • Running a daily status call; participating in and directing service providers on customer impacts during priority 1 and priority 2 incidents; participating in collaborative work bridges and service restoration teams; reviewing and approve change management and emergency change requests.
  • identify areas of process/platform (tool) improvement and recommend solutions to gain process efficiencies to improve long-term sustainability and increase adoption rates
  • Provide guidance to customers of tools, features, and processes available to them that could provide additional value
  • Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processes
  • Be a key member of an overall engagement team focused on delivering customer outcomes
  • Analyzing metrics, KPIs, and other data through ServiceNow to determine how to provide better service to the user base.
  • Review survey data to improve customer experience
  • Stay engaged with users from hire-to-retire to find out how IT can better serve them from a customer experience perspective.

Your success will be measured through customer satisfaction, system improvements, process improvements, and reduced outages.


  • 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 with 3 years of related experience or 3 years in the military.
  • Excellent written and communications skills with the ability to clearly document and explain business processes
  • Qualifications: ITIL certification preferred, Experience with IT Service Management, Experience with “Customer Experience”.


  • 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.