Business Systems Analyst II

Position Overview 

The Business Systems Analyst II will support requirements development and documentation for ICAM system enhancements. The analyst will work with federal product owners, technical teams, support personnel, and ICAM stakeholders to translate business needs into clear user stories, acceptance criteria, process documentation, and implementation-ready requirements. 

Depending on the assigned workstream, the role may also provide Tier 1 customer support. In that capacity, the analyst will monitor support channels, acknowledge issues within 15 minutes of discovery, identify a solution or appropriate path forward within four hours, maintain knowledge base content, and coordinate escalations to engineering teams. 

• Gather, analyze, document, and refine business and system requirements. 

• Work with federal product owners and technical teams to clarify requested system enhancements. 

• Write and maintain Agile user stories with clear acceptance criteria. 

• Document functional requirements, business rules, workflows, dependencies, assumptions, and constraints. 

• Participate in backlog refinement, sprint planning, daily standups, demonstrations, and retrospectives. 

• Support development and testing teams by clarifying requirements and expected behavior. 

• Help coordinate User Acceptance Testing and document customer feedback. 

• Develop and maintain SOPs, workflow diagrams, knowledge base articles, user guidance, and training content. 

• Track requirements, decisions, action items, risks, issues, and change requests. 

• Support communication between business stakeholders, federal leads, engineers, testers, and support teams. 

• When assigned to Customer Support, monitor multiple communication channels for user requests. 

• Acknowledge customer contacts within 15 minutes of discovery. 

• Investigate and identify a solution, workaround, escalation path, or expected resolution method within four hours. 

• Provide Tier 1 assistance for ICAM applications and services. 

• Escalate technical defects or infrastructure issues to Tier 2 or Tier 3 personnel. 

• Maintain and improve ServiceNow procedures and knowledge base content. 

• Experience gathering and documenting software or systems requirements. 

• Experience writing Agile user stories and acceptance criteria. 

• Experience participating in Scrum or comparable Agile ceremonies. 

• Ability to translate business needs into clear, testable requirements. 

• Experience documenting workflows, processes, business rules, or system behavior. 

• Experience collaborating with product owners, developers, testers, and business stakeholders. 

• Experience providing technical customer support or coordinating the resolution of user issues. 

• Experience creating or maintaining knowledge base articles, SOPs, or user documentation. 

• Ability to manage time-sensitive customer communications and escalations. 

• Ability to obtain and maintain favorable DHS EOD, suitability, and required system access. 

• Prior DHS, or federal civilian business analysis experience. 

• Experience supporting ICAM, IAM, access management, SSO, PIV, PKI, PAM, account-management, or cybersecurity systems. 

• Experience with Jira, Confluence, ServiceNow, SharePoint, Microsoft Teams, or Visio. 

• Experience supporting a federal service desk or mission-system customer support function. 

• Experience coordinating UAT. 

• Experience with Section 508, privacy, security, or audit-related requirements. 

• Experience supporting technical teams working in two-week sprint cycles.