ITSM Business Systems Analyst

On-site Every Other Week onsite / 5 days in Westlake, TX or Merrimack, NH

Our client seeks an ITSM Product Analyst who supports the design, delivery, and continuous improvement of ITSM product platform capabilities. The role partners with product owners, platform engineers, and business partners to translate needs into requirements, user stories, and acceptance criteria. The analyst develops and executes test cases to validate functionality and platform quality standards while collaborating across technical and business teams.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $50.00 to $60.00/hr. w2

JN -062026-107393

• Partner with business team members to capture, analyze, and document functional requirements.
• Translate business needs into clear, actionable user stories with defined acceptance criteria.
• Facilitate requirement refinement sessions with product owners, developers, and architects.
• Identify process improvements and opportunities to simplify workflows within ITSM product platforms.
• Develop and maintain high-quality user stories aligned to product roadmaps and sprint objectives.
• Support backlog grooming and prioritization with the product owner.
• Ensure stories are well-defined, testable, and ready for development.
• Maintain documentation of requirements, process flows, and solution designs.
• Develop detailed test plans and test cases based on functional requirements and user stories.
• Implement functional, integration, and user acceptance testing activities.
• Document defects and coordinate resolution with developers.
• Validate that delivered capabilities meet acceptance criteria and business expectations.
• Work closely with ITSM product developers and platform teams throughout the development lifecycle.
• Participate in sprint ceremonies including planning, demos, and retrospectives.
• Support release readiness activities and post-release validation.
• Assist with documentation and knowledge transfer to operations or support teams.

• 3+ years of experience with ITSM products or similar enterprise platforms.
• Experience capturing business requirements and translating them into user stories and acceptance criteria.
• Experience writing and performing test cases and test plans.
• Familiarity with Agile delivery frameworks.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Proven experience collaborating with both technical and non-technical stakeholders.
• Preferred: ITSM, ITOM, or ITAM platform experience.
• Preferred: experience building monitoring event management and observability platforms.
• Preferred: experience with AI software development tools such as GitHub Copilot.
• Preferred: experience supporting UAT coordination and defect management.
• Preferred: ITIL v4 certification.

Recruitment Transparency Notice

Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team ( [email protected] , 781-808-2924) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group’s use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.

If you have any indication of fraudulent activity, please contact [email protected] .

About Eliassen Group:

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients’ capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!