Service Management Automation Process Analyst

Company: Booz Allen Hamilton
Location: Mc Lean
Posted on: April 4, 2026

Job Description:

Service Management Automation Process Analyst The Opportunity: As an IT business analyst, you will focus on optimizing service management processes through automation and artificial intelligence (AI) technologies. In this role, you will serve as a Process Analyst, identifying opportunities to improve operational efficiency, automating workflows, and streamlining service request processes. Collaborating closely with cross-functional teams and stakeholders, you will contribute to creating standardized, effective processes that align with organizational objectives and leverage emerging technologies. What You'll Work On: Analyze and identify opportunities to improve enterprise service management processes, with a focus on automating and enhancing service request workflows using tools like ServiceNow and AI-driven technologies. Design, implement, and maintain automated workflows that address inefficiencies and streamline operations. Develop a strategic automation roadmap aligned with organizational priorities, leveraging data and predictive analytics to optimize visibility, prioritization, and pipeline efficiency. Evaluate workflows to identify bottlenecks or gaps, propose technical improvements, and document processes to ensure adherence to best practices. Establish performance standards and success metrics for automated solutions while collaborating with stakeholders to align improvements with business goals. Lead the design, governance, and ongoing evolution of the enterprise service catalog. Ensure services are clearly defined, value-driven, customer-focused, and easy to understand. Partner with service owners to ensure accurate service definitions, lifecycle management, and alignment with business outcomes. Lead efforts to analyze, standardize, and enhance workflows associated with the submission, tracking, and resolution of service requests. Collaborate with stakeholders to refine request intake mechanisms, ensuring a consistent and scalable approach across the enterprise. Develop templates, frameworks, and standards for service request documentation to improve accuracy and efficiency. Monitor service management performance using defined SLAs and KPIs related to service request processes. Partner with technical teams to ensure automation tools integrate seamlessly into existing service request systems. Create process SLAs and KPIs to track organizational success and improvement in conjunction with product and service owners. Collaborate with cross-functional teams to gather requirements and prioritize automation solutions for service management processes, especially service requests. Provide training and demonstrations to stakeholders, highlighting the benefits of automated service workflows and tools. Due to the nature of work performed within this facility, U.S. citizenship is required. Join us. The world can't wait. You Have: 3 years of experience as a process analyst or business analyst in service management or automation technologies Experience in workflow management and automation tools, such as ServiceNow or Jira Experience streamlining service request processes and overall process optimization Experience coordinating with stakeholders from technical teams and business teams to create process and products to meet organizational needs Experience with data visualization tools, such as Power BI or Tableau Ability to pay strict attention to detail and manage multiple priorities Bachelor's degree in Business , Information Systems, Computer Science Nice If You Have: Experience designing and implementing automation technologies for service request systems in enterprise IT environments Experience collaborating with cross-functional teams to drive process alignment and adoption of new technologies Knowledge of AI-driven solutions or machine learning applications in enhancing service management processes Knowledge of Agile, Scrum, or other project management methodologies Possession of excellent analytical and problem-solving skills Possession of excellent organizational skills Compensation At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page. Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $77,600.00 to $176,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date. Identity Statement As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud. Candidate AI Usage Policy AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided . Work Model Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings. Remote : If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility. Hybrid : If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility. Onsite : If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role. Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.

Keywords: Booz Allen Hamilton, Silver Spring , Service Management Automation Process Analyst, IT / Software / Systems , Mc Lean, Maryland