Role: Business System Analyst - Master
Client : DC Government
Location : Washington, DC (Hybrid 3 days onsite)
Job description
Key responsibilities
• Collaborate with IT support teams, procurement, and business stakeholders to define hardware requirements, standards, and deployment scope aligned with business objectives.
• Translate user needs and operational constraints into detailed deployment plans and system/process specifications.
• Lead scheduling and execution of complex rollouts and hardware replacements, ensuring minimal disruption to business operations.
• Track deployments and verify correct assignments, configuration, and documentation for audit and reporting purposes.
• Own the break/fix lifecycle as the primary point of contact: triage incidents, coordinate repairs, manage escalations, and verify resolution.
• Develop and maintain maintenance frameworks and SLAs; identify recurring failures and lead root-cause and remediation efforts.
• Manage vendor relationships for warranty and repair services, negotiating terms and ensuring contractual compliance.
• Define and document technical and process requirements for maintenance workflows, integrating with ITSM and ITAM systems.
• Lead hardware retrieval and sanitization processes during offboarding, ensuring assets are collected, inspected, securely wiped, and dispositioned.
• Maintain and improve offboarding procedures in partnership with HR, IT, and department leads; ensure completeness and timeliness.
• Produce detailed condition and disposition records; recommend and execute remediation for missing/damaged assets.
• Design and operate a scalable loaner-device program, including policy, allocation workflows, and inventory controls.
• Ensure loaner devices are provisioned, maintained, security-hardened, and validated before issuance; enforce return procedures.
• Monitor program KPIs and optimize processes to minimize downtime and cost.
• Manage hardware through its full lifecycle: acquisition, inventory, maintenance, refresh/upgrade, decommissioning, and disposal.
• Establish lifecycle policies, retention thresholds, and refresh schedules; align practices with ITAM best practices and organizational goals.
• Oversee secure disposal and recycling, ensuring data destruction and environmental compliance.
• Serve as the subject-matter expert for hardware-related modules within ITAM/CMDB/ITSM systems; define functional requirements and acceptance criteria for enhancements.
• Author detailed functional design documents, process flows, runbooks, and configuration specifications for ITAM integrations.
• Track assets and generate advanced reports and dashboards on utilization, deployments, break/fix trends, offboarding completeness, and lifecycle status to inform decision-making.
• Analyze trends, identify opportunities for optimization and cost savings, and lead continuous improvement initiatives.
• Ensure hardware activities comply with organizational policies, security standards, and regulatory requirements.
• Define, document, and communicate hardware policies and procedures; provide stakeholder training and governance oversight.
• Act as the bridge between business and IT: gather requirements, drive consensus, and ensure implemented solutions meet business needs.
• Provide subject-matter expertise during audits and support remediation of any compliance findings.
Key performance indicators (KPIs)
• Deployment Timeliness: Percentage of hardware deployments completed on schedule and meeting acceptance criteria.
• Break/Fix Resolution Time: Average time to diagnose and resolve break/fix incidents and restore service.
• Offboarding Compliance: Percentage of hardware assets collected, inspected, and logged during offboarding.
• Loaner Program Effectiveness: Percentage of loaner devices returned on time and in working condition; time-to-issue.
• Lifecycle Adherence: Percentage of assets managed according to lifecycle policy (timely refreshes/decommissions).
• Documentation & System Accuracy: Accuracy of ITAM/CMDB records vs. physical inventory audits.
• Compliance Rate: Percentage of assets meeting security and policy standards.
Required / desired skills and experience
• 12+ years’ progressive experience in IT Asset Management, hardware lifecycle management, IT operations, or related roles. (Highly experienced individual; equivalent demonstrable experience will be considered.)
• 10+ years’ experience working with ITSM/ITAM/CMDB platforms (e.g., ServiceNow ITAM, Ivanti, Flexera, Lansweeper) and capability to author functional design and configuration specifications.
• Proven experience defining systems scope and translating business needs into technical/process requirements; producing functional specifications and runbooks.
• Strong experience with vendor management, warranty coordination, and third-party service negotiations.
• Demonstrated experience in process design, change management, and leading cross-functional projects through full lifecycle (requirements → implementation → validation → support).
• Advanced Excel and reporting skills; experience building dashboards and analytics to drive operational decisions.
• Hands-on experience supporting data reconciliation, inventory audits, and data quality improvement projects.
• Excellent stakeholder engagement, communication, and facilitation skills; ability to build trust between business and IT.
• Experience with security and data-wiping standards and secure disposal processes; familiarity with environmental compliance requirements.
• Bachelor’s degree in IT, Information Systems, Business, or related field preferred; or equivalent experience (minimum 15–20 years’ relevant experience may substitute).
• Professional certifications: ITIL (v3/4), CompTIA A+, CISSP, Certified ITAM Professional (CITAM), PMP or equivalent.