Service Delivery Modernization Business Analyst III

Service Delivery Modernization Business Analyst III

Epsilon is now part of AMERICAN SYSTEMS! We are pleased to announce Epsilon, Inc. has joined AMERICAN SYSTEMS. Together, we're combining our expertise and expanding our resources to enhance support for our customers and create new opportunities for our employees. Epsilon will operate as a wholly owned subsidiary of AMERICAN SYSTEMS until December 31, 2025, transitioning fully to AMERICAN SYSTEMS on January 1, 2026. We're committed to a smooth transition and look forward to what we'll achieve together.

We offer competitive compensation, comprehensive benefits through a major national carrier, generous PTO, paid holidays, and immediate 401(k) contribution. Starting January 1st, 2026, you'll gain access to AMERICAN SYSTEMS' benefits package and employee ownership program—details will be shared during your recruiter conversation.

The wage range listed represents the potential compensation opportunities for this position. Starting salary will be thoughtfully determined by the hiring manager based on a variety of factors including candidate experience, education, relevant skills, and qualifications brought to the role. The initial offer could be any amount within the posted range, reflecting Epsilon's commitment to fair and competitive compensation.

This fully remote opportunity allows you the flexibility to work from home in support of Epsilon's USDA DISC Customer. 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 Service Delivery Modernization Business Analyst III, you will be responsible for managing and reporting within ServiceNow, including gathering requirements and performing system testing. This role also involves reviewing, analyzing, and evaluating processes, systems, and user needs to support planned projects. 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 of ITIL processes (incident, change, service request, problem management).
• Work closely with teams responsible for the enterprise monitoring platform and self-service portal to understand integration requirements.
• Collaborate with asset discovery and Configuration Management Database (CMDB) teams to understand requirements for billing and related activities.
• Document existing ITSM, monitoring, CMDB, and self-service portal activities and processes and create comprehensive process maps.
• Develop 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.
• Align migration activities with Agile Scrum principles for effective project management.
• 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.
• Identify opportunities for process improvement and optimization within the ITSM framework.
• Collaborate with teams to implement best practices and enhance overall IT service delivery.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.

Basic Qualifications

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 5 years of business analysis experience. Proven experience as a Senior 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. Strong communication and collaboration skills to work effectively with diverse teams. Familiarity with enterprise monitoring platforms, self-service portals, asset discovery, and CMDB. Ability to adapt to ambiguous and changing project requirements and priorities. Excellent written and verbal communication skills. Ability to understand business processes and translate into technical specifications. Solid problem-solving and analytical skills. Ability to work effectively with people at all levels of the organization.

Preferred Qualifications

Certification in ITIL and Agile Scrum is highly desirable. Demonstrated experience with ServiceNow products and platform implementation in a Business Analyst role. Demonstrated experience with Agile development designing, creating, and configuring ServiceNow solutions.

Other Requirements

Must be able to pass federal background investigation and obtain a Public Trust. (This is a federal contract position and requires candidates to obtain and maintain the appropriate level of Security Clearance or Public Trust. Adjudication of the required Security Clearance or Public Trust is determined solely by the government. If the government determines that the candidate cannot obtain and/or maintain the appropriate level of Security Clearance or Public Trust, Epsilon will be unable to place the candidate in this position.)

Listed below are the physical or mental requirements necessary for the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions:

• Prolonged periods of computer desk work.
• Dexterity of hands and fingers to operate a computer keyboard and other computer components.
• Speaking and hearing are sufficient to converse and understand conversations, both in-person, telephone, and virtual meetings.
• The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision-making, problem-solving, and comprehending.
• Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and the ability to communicate with managers and co-workers.
• Mental aptitude to respond appropriately in high-pressure situations or deadline-driven environments.
• Maintain a professional emotional response when working with others.

Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications 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. EEO/AA: Disabled/Vets. Please click here to review your rights under EEO policy. If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com.

We will be accepting applications through 10/30/2025.