Ellumen, Inc

Analyze and redesign service intake processes, define service portfolios aligned with ITIL/CSDM, facilitate stakeholder workshops, and develop implementation roadmaps for ITSM platforms. | Proven business analyst experience in IT service management, strong knowledge of ITIL 4 and CSDM frameworks, facilitation skills, and ability to create tool-agnostic service models. | Business Analyst / Service Intake & Portfolio Consultant (1-2 month remote role) Ellumen is a dynamic, three-time Washington Post Top Workplace. Headquartered in Silver Spring, MD, Ellumen delivers innovative IT and professional services supporting national defense, public health, and secure technology transformation. Our mission-driven teams operate in high-impact environments with a steadfast commitment to excellence, service, and innovation. Ellumen is seeking an experienced Business Analyst to assess and redesign customer request and intake processes for our government customer. The successful candidate will analyze current service intake practices across multiple channels, define a unified intake model, and align services with recognized frameworks (e.g., CSDM, ITIL 4). This role focuses on business analysis and service design — building a practical roadmap that can later be implemented on ServiceNow or another ITSM platform. Key Responsibilities • Current State Analysis: Document and evaluate existing intake channels (Carepoint, MS Forms, ad hoc processes) to identify redundancies, gaps, and inefficiencies. • Service Definition & Portfolio Design: Define business services and requests in alignment with CSDM/ITIL principles, ensuring a logical and sustainable service portfolio. • Future State Intake Model: Develop an intake model that consolidates requests into a clear, customer-friendly structure, independent of technical platform. • Stakeholder Workshops: Facilitate sessions with business and IT stakeholders to validate service definitions, workflows, and ownership. • Execution Roadmap: Produce an implementation plan that includes sequencing, dependencies, and resource requirements, with flexibility for eventual ServiceNow deployment. • Governance Recommendations: Propose governance standards for service definitions, intake ownership, and ongoing portfolio maintenance. • Integration Planning: Identify points where intake will need to connect to development platforms (e.g., JIRA) and other enterprise systems. Required Qualifications & Skills • Proven experience as a Business Analyst in IT Service Management or service portfolio initiatives. • Strong understanding of service modeling frameworks (CSDM, ITIL 4). • Demonstrated ability to map business processes and translate them into executable roadmaps. • Excellent facilitation and stakeholder engagement skills. • Ability to develop tool-agnostic service models that can be implemented in ServiceNow or other ITSM platforms.Familiarity with federal/DoD environments strongly preferred. We are committed to fostering an inclusive and professional work environment. As an equal opportunity employer, we consider all qualified applicants for employment without regard to legally protected characteristics. We offer comprehensive healthcare benefits, which will be discussed in detail prior to your first interview.