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.
Key Responsibilities:
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.
Required Qualifications:
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.
Preferred Qualifications:
Prior DHS or other 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.
Skills Required
- 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, or account-management 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 User Acceptance Testing (UAT)
- Experience with Section 508, privacy, security, or audit-related requirements
- Experience supporting technical teams working in two-week sprint cycles
What We Do
Makpar provides high level strategic and project management services based on over 10 years of experience in customer focused, cutting edge technology in product development, big data and analytics. With a principal office in Loudon County, Virginia, we have access to the best and the brightest people in the industry who have a passion for helping our clients. Our highly experienced consultants will work on your most pressing challenges day in and day out and will deliver results that will delight you. We value integrity, honesty, and open communications in all our dealings. We continually strive to improve ourselves through soliciting feedback and evaluating our results against the best in the industry.
