Service Delivery Modernization Business Analyst Senior

Service Delivery Modernization Business Analyst Senior
Who is Epsilon:
Epsilon is an IT Services company that was founded in 2009 and has become an established leader in providing Information Technology services to both Federal Government and Commercial businesses across the United States. Epsilon is known for its solution-focused and innovative approach, aligning technology systems, tools, and processes with the missions and objectives of its customers.
Epsilon’s headquarters are in Weaverville, NC with other corporate offices in Greenville, SC, Crystal City, VA, and Denver, CO. We have employees in 30+ States across the U.S.
Why work for Epsilon:
In joining Epsilon’s team, you will have the opportunity to contribute to Epsilon’s business and customer initiatives, as well as influence our brand culture through people interaction and technology advancements.
Epsilon invests in our employees by promoting from within and enabling employees to elevate their knowledge and skill set in their profession by allocating $3,000 annually in Professional Development funds. We also offer competitive pay, comprehensive benefits through one of the largest national carriers, Paid Time Off (PTO) that increases with tenure and has a generous rollover, 11 company paid Holidays, and 401(k) with immediate contribution.
Where you’ll work:
This fully remote opportunity allows you the flexibility to work from home in support of Epsilon’s USDA DISC Customer.
Our Customer’s Mission:
The USDA Digital Infrastructure Services Center (DISC) operates 24/7/365 to provide comprehensive on premises and cloud-based hosting services, including Disaster Recovery, security, and professional support services and operations to approximately 35 federal organizations. The USDA and other Federal partners depend upon DISC’s highly complex and interconnected technology infrastructure to conduct their operations. To better support this mission, DISC is modernizing their technology by transitioning to a continuous integration, deployment, and code-based organization.
An average day:
As a Service Delivery Modernization Business Analyst Senior, you will collaborate with stakeholders to gather, document, and analyze business requirements for the migration of IT Service Management (ITSM) platforms from Remedy to ServiceNow. In this position you will:

• Collaborate with stakeholders to gather, document, and analyze business requirements for the migration of IT Service Management (ITSM) platforms from Remedy to ServiceNow.
• Conduct in-depth analysis and documentation of ITIL processes (incident, change, service request, and problem management).
• Work closely with teams responsible for the enterprise monitoring platform and self-service portal to understand and document integration requirements.
• Collaborate with asset discovery and CMDB teams to understand and document requirements for billing and related activities.
• Develop essential requirements, comprehensive process maps, integration plans, and coordinate activities to ensure seamless connectivity with the new ITSM platform.
• Design and document future state processes, ensuring alignment with ITIL and Agile Scrum methodologies.
• Ensure that the migration plan incorporates the proper handling of asset data and maintains the integrity of the CMDB.
• Identify opportunities for process improvement and optimization within the ITSM framework.
• Collaborate with teams to implement best practices and enhance overall IT Service Delivery.
• Collaborate with Scrum teams, participate in ceremonies, and ensure that migration tasks align with project timelines.
• Develop and execute test plans to validate the functionality and performance of the migrated ITSM platform.
• Work closely with testing teams to identify and address issues, ensuring a high level of quality.
• Develop training materials and conduct training sessions for end-users on the new ITSM platform.
• Provide ongoing support and address user inquiries related to the migration.

• As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C), Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
• Bachelor's degree in IT, Computer Science, or related field.
• Minimum of 7 years demonstrated project management or Business Analyst experience.
• Demonstrated project management or Business Analyst experience with complex projects withing large enterprises (such as the Federal Government).
• Proven experience as a project manager or Business Analyst with a focus on IT service management.
• In-depth knowledge of ITIL practices, Agile Scrum methodology, and ITSM platforms (Remedy and ServiceNow).
• Demonstrated experience in process mapping, documentation, and requirements analysis.
• Familiarity with enterprise monitoring platforms, self-service portals, asset discovery, and CMDB.
• Ability to adapt to ambiguous and changing project requirements and priorities.
• Ability to manage multiple projects effectively and efficiently with varying deadlines and levels of importance.
• Strong communication and collaboration skills to work effectively with diverse cross functional IT and business teams.
• Must be self-driven and able to work with minimal supervision but also act in concert with team tasked with delivering enterprise level results.
• Certification in ITIL and/or Agile Scrum is highly desirable.

• Must be able to pass federal background investigation and obtain a Public Trust