SRA International, Inc., A CSRA Company ITSM Business Analyst in Rosslyn, Virginia

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:



No Suitability Required

Job Family:

Information Technology

Job Description:

GDIT is supporting our DoS Cyber Operations customer in enhancing existing ITIL/ITSM processes. The ITSM Business Analyst will be frequently at the customer site, interfacing with government and contract teammates to extract process and governance information, and converting findings into Visio diagrams, Standard Operating Procedures (SOP) or other documentation.

The ITSM BA will be involved in development of PowerPoint slides, maintenance of data in Excel workbooks, and support of project management activities, road map development, and status updates, as well as SharePoint or Wiki content maintenance and Knowledge artifact refreshing/updating based on interviews.

The most important factor in the ideal ITSM BA is attitude: this role requires someone who is comfortable interfacing with high-ranking customers and on-the-ground technical teammates, and the critical nature of this project requires a productive and self-driven individual who will maintain a balanced sense of urgency, find ways to overcome obstacles and drive forward to meet deadlines. The ability to chase down bits of information from various players, highlight inconsistencies, and drive forward “as-is” and “to-be” mockups is critical.


Works with ITIL Specialist to support business process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders in the ITSM space

Develops required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities

Identifies areas of process improvement (efficiency and effectiveness) and recommends solutions that detail pros, cons and risks. Promotes continuous process improvement practices through socialization of process metrics/KPIs, dashboards and role accountabilities

Manages and communicates ITSM process and business requirements to the ITIL Specialist and delivery team as a bridge to ensure that the proposed solutions meet the customer's expectations

Required Skills/Experience:

Workflow and process requirements elicitation experience in IT environments

Solid workflow and process diagram development skills (Visio) – [work samples requested]

Ability to write outlines, SOPs, Work Instructions, Checklists – [work samples requested, if available]


Understanding of ITIL processes and IT Service Management practices

Comfort or exposure to Remedy or other ITSM tools, such as ServiceNow

Familiarity or comfort with SharePoint, Wiki (Atlassian/Confluence)

Exposure to Agile/Scrum methodology

Any technical ability (e.g. understanding of Remedy configuration; ability to create workflows in SharePoint; create Macros in Excel; build an Access database)

Clearance: Must have a minimum of Interim Secret to start with ability to obtain Top Secret

# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Some Telecommuting Allowed

Work Location:

USA VA Rosslyn - 1801 N Lynn St (VAC085)

Additional Work Locations:

USA MD Beltsville - 8101 Odell Rd (MDC043)

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.