Role: Business System Analyst - Master

Client : DC Government

Location : Washington, DC (Hybrid 3 days onsite)

Job description

Key responsibilities

1. Strategic Deployment & Requirements Definition

• 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.

2. Hardware Maintenance, Break/Fix & Vendor Liaison

• 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.

3. Offboarding & Secure Asset Recovery

• 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.

4. Loaner/Temporary Device Program Management

• 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.

5. Lifecycle Management & Process Ownership

• 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.

6. Systems, Reporting & Continuous Improvement

• 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.

7. Governance, Compliance & Stakeholder Communication

• 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.