Technical Business Analyst 3

Job Title: Technical Business Analyst 3 - IT Service Management Job Number: 11875 Location: Portland, OR - Remote Work Eligible - Must live in CLIENT's service territory of WA, OR, ID, MT. Official Duty Station is the home address Hybrid: onsite 1 day per month OT: 5% On Call: Yes, on a rotational basis Travel: Up to 10 % for local travel Length: 5 years MUST be US Citizen to be eligible to apply for Federal Background Check   Requires Real ID and or Valid Passport to interview   SUMMARY This contract Technical Business Analyst 3 position will provide expert analysis, facilitation, and advisory support for a long-term IT service delivery transformation within the Software Development and Operations organization at (CLIENT). The role is central to establishing a culture of sustainable service management, using the agency’s migration to the ServiceNow platform as a key catalyst for change.  The work encompasses two primary objectives: Near-Term: ServiceNow Readiness. The immediate focus is to guide IT teams, in defining and standardizing their services according to ITIL 4 best practices. A key function is to consult on how newly defined services and processes can be effectively modeled within ServiceNow, ensuring all preparatory work provides clear and actionable input to the ServiceNow implementation team. Long-Term: Capacity Building. Beyond the initial implementation, this role will be pivotal in embedding a durable service management practice within the organization. The goal is to facilitate the development of internal expertise, governance structures, and a framework for continuous improvement, enabling CLIENT to manage and enhance its IT services effectively long after the ServiceNow go-live. The work will require collaboratively working with and advising CLIENT leadership and various IT teams on the practical application of new service models. This position will advise CLIENT personnel but will not have decision-making authority; all official documents, recommendations, and plans must be approved by a CLIENT Federal employee with the authority to do so   POSITION RESPONSIBILITIES   Strategic Analysis & Planning Advise on and support the execution of a CLIENT-approved strategic plan for the Service Delivery Modernization initiative, ensuring alignment with organizational goals. Serve as an advisor to leadership, providing insights on team readiness, potential adoption challenges, and recommend strategies to address concerns and resistance. Identify and assess key stakeholders and recommend engagement strategies to leadership to help secure buy-in and support for the initiative. Conduct detailed change impact analyses, assessing how new service-centric processes will affect roles, workflows, and team objectives, and provide findings to leadership. Identify groups that may experience high impact from the change and recommend targeted support and readiness plans to address their unique needs and challenges. Develop draft risk mitigation strategies, recommending proactive solutions to potential areas of resistance or adoption hurdles. Recommend measurable objectives for successful service modernization, outlining clear draft stages and milestones for review and approval by CLIENT management. Facilitation, Training & Knowledge Management Design and facilitate hands-on workshops, group meetings, and interviews with IT teams to define and document current-state business processes, challenges, and user experiences. Guide IT teams in applying ITIL 4 principles to their daily work through small-group training sessions and coaching. Assist with the development and improvement of service management toolkits (e.g., draft templates, process guidelines, best practice documents) that are simple and effective. Develop and recommend methods to assess team progress in applying business process-related training. Assist in the development of draft learning materials, such as process guides or FAQs, to support teams in adopting new service management practices. Service Definition, Design & Documentation Guide and support IT teams in developing detailed business process models and documentation for new, service-centric workflows. Act as liaison to help define technology-agnostic service solutions to solve complex, multidisciplinary business problems with long-term implications. Develop and refine draft service design frameworks, process maps, and request models that are scalable and adaptable for enterprise use. Develop draft business cases that will enable process and technology change, focusing on the benefits of a service-centric model. Assist IT personnel in defining an application's portfolio of dependent services and technical needs, and understanding the relationship between an application and the technical services it relies on. Recommend technology-agnostic process improvements to organizational leadership, with a focus on streamlining workflows and aligning with ITIL 4 best practices. Develop draft functional specifications, service definitions, process maps, and request models for review and approval by federal staff. Quality Assurance & Continuous Improvement Conduct analysis of business issues and challenges within IT service delivery, using logic and reasoning to identify the strengths and weaknesses of alternative solutions. Analyze and review service designs being developed by IT teams, providing expert feedback and recommendations to ensure they align with the established framework and maintain a consistent quality. Identify measures or indicators of service performance and recommend actions needed to improve or correct performance, relative to the goals of the service. Conduct regular consultations with stakeholders as directed, including team leads, system users, and other IT teams, to gather input on service design and performance REQUIREMENTS Education & Experience:   A bachelor’s or associate’s degree in information/computer technology, business systems, business administration, or a related technical field is preferred. 8 years of experience is required with an applicable bachelor’s degree. 10 years of experience is required with an applicable associate’s degree 12 years of experience is required without a degree or an applicable degree. Experience must be consistent with the specific requirements of business systems analysis and/or IT process management and progressively more technical or strategic in nature. Minimum of 5 years of experience must be in a role focused on IT service management, process re-engineering, or leading ITSM-focused initiatives   Required Skills & Experience   Certifications in ITIL 4 Foundation and ITIL 4 Specialist: Create, Deliver and Support (CDS) are required. Expertise in ITIL 4: Must possess an expert-level understanding of the ITIL 4 framework, its guiding principles, and the service value system. Candidates must be able to clearly articulate the key differences and strategic shift from ITIL v3 to ITIL 4. Practitioner Experience: Demonstrated, hands-on experience leading or facilitating successful ITSM transformation, service catalog development, or similar process re-engineering initiative Facilitation and Coaching Skills: Proven ability to lead workshops, train technical teams, and build consensus in a collaborative and empowering manner. Must be adept at “handholding” teams through change without providing all the answers. Technical Writing: Strong technical writing ability and experience developing process documentation, business cases, and functional specifications. Strong Communication and Interpersonal Skills: The ability to communicate complex concepts clearly and persuasively to both technical and managerial audiences   Preferred Skills & Experience   ITIL 4 Managing Professional (MP) designation is highly desired. Agile/DevSecOps Environment: Experience and familiarity with how ITIL 4's principles of complement and coexist with Agile and DevSecOps practices. Experience in an organization that balances both methodologies is a significant plus. ServiceNow Readiness: Experience consulting on organizational readiness for a ServiceNow platform transition, specifically in defining processes and services as input. Familiarity with the unique challenges of defining services for custom-developed applications and COTS products is highly desirable. Energy/Utility industry experience   Additional Requirements: Valid U.S. Driver’s License is required   APR Staffing is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.   About APR Staffing APR Staffing was born from the merger of two well-respected technical staffing firms in Portland. ieSolutions and Data Resource Group. Both companies have recently been award winners for the Portland Business Journal's Fastest-Growing Private Companies. The two firms, now as APR Staffing, make for one of the fastest-growing and most-respected professional and technical staffing companies in Oregon and Southwest Washington.   Collaborating with our customers, we augment their workforce with technical and administrative professionals. We provide only high-caliber, professional-grade resources throughout the Pacific Northwest.  

Created: 2026-04-02