Business Analyst (ITSM Process & Requirements)
Abacus Service Corporation· Sep 16, 2026 · 1mo ago
Sacramento, CA
Hybrid
Full-time
Mid
$99K–$140K est.
4+ years exp
Job description
Job Title
Business Analyst (ITSM Process & Requirements)
Client Company/Dept. Name
CalHFA
Address
500 Capitol Mall, Suite 1400
City Name
Sacramento
State Name
CA-California
Zip Code
95814
If others (Address)
Duration of the project
Project Start Date
11/1/2026
Project End Date
1
Due date for Resume submission
9/22/2026
No. of Openings
1
No. of Maximum Submissions
1
Job Description
Key Responsibilities
• Discovery & process analysis: run workshops to document current-state processes (incident, problem, case, asset, onboarding/offboarding) and produce ITIL-aligned recommendations.
• Requirements management: elicit and document detailed functional requirements across Incident/Request/Problem, SLA/OLA/XLA, Self-Service Portal, Case Management (HR/Finance), Change/Release, CMDB, Service Catalog, and Knowledge Management.
• Discovery deliverables: support the licensing/use-case discovery questionnaire and Discovery Workbook (agent counts, ticket volumes, integration endpoints, service catalog scope).
• CalHFA-specific playbook: co-author the CalHFA-specific workflow playbook and admin guides delivered as part of training and knowledge transfer.
• UAT support: translate approved requirements into UAT test scenarios and validate results with CalHFA business stakeholders.
Skill set info
Required Qualifications — Mandatory
7+ years business analysis experience; 4+ years on ITSM/ServiceNow engagements
• Minimum 4 years as a Business Analyst on ServiceNow or comparable ITSM implementations, including at least one California state or local government client.
• Prior experience gathering and documenting requirements for a U.S. public-sector agency, including experience translating legacy/home-grown systems into modern ITIL-aligned processes.
• Demonstrated experience facilitating cross-departmental workshops (IT, HR, Finance) and producing detailed process/workflow documentation.
Preferred Qualifications
• ITIL v4 Foundation certification.
• Experience with role-based data segregation requirements (e.g., HR confidentiality) in a shared-platform environment.
Education
Certifications (if required)
Documentation Required for submission
Resume
Work Hours
Account Manager Name (Proposal Team)
Work authorization required
US Citizen Only
Relocation is accepted
No
Remote work
No
Additional Notes if any
Hybrid
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