ITSM Business Systems Analyst
Westlake, TX
Category: Business Analysis
Industry: Financial Services
Reference ID: JN -062026-107393
Date Posted: 06/10/2026
Shortcut: http://careers.eliassen.com/V2Oc9x
Description:
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
Responsibilities:
- 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.
Experience Requirements:
- 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.
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.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
· 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 fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contact fraud@eliassen.com.
Please ensure that you are working directly with us by confirming the following:
- 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, as indicated above