The client is seeking a Technical Business Analyst to support the ongoing operation, enhancement, and expansion of the Client Portal. This role will work closely with the Client Program team, State agencies, technical teams, and development and maintenance vendors.

The ideal candidate is comfortable working with and leading requirements definition with both business and technical teams and has a strong understanding of enterprise applications, APIs, system integrations, and identity and authentication concepts. Experience with ServiceNow is
highly desirable. Direct experience with ServiceNow’s Public Sector Digital Services (PSDS) is preferred but not required.

This position will primarily perform technical business analysis while also supporting project coordination, client onboarding, vendor coordination, requirements development, and ongoing platform improvements.

Key Responsibilities
Technical Requirements Management: Elicit, gather, analyze, document, and communicate business and technical requirements for platform enhancements, integrations, defects, and operational needs throughout the entirety of the project lifecycle.
Agency & Service Onboarding: Coordinate onboarding of new State agencies, applications, and services by gathering technical information, documenting requirements, identifying dependencies, and following up on action items.
Technical Discovery & Integration: Lead discussions with agencies, vendors, identity teams, and developers to review APIs, authentication requirements, system dependencies, integration needs, endpoints, and application configurations.
Vendor Coordination: Work with maintenance, operations, and development vendors to clarify requirements, plan requirement execution, track and report progress, identify blockers, and support technical work by developers through completion.
User Stories & Backlog Support: Create user stories, acceptance criteria, functional requirements, workflows, and supporting documentation for platform enhancements and development work.
Project Coordination: Track tasks, risks, issues, dependencies, timelines, action items, and deliverables across multiple technical initiatives.
Testing & Validation: Support and perform functional testing, integration testing, user acceptance testing, and validation of delivered enhancements.
Production Support: Assist with investigation and coordination of production issues and work with technical teams to track issues through resolution.
Stakeholder Communication: Lead or participate in technical meetings, client onboarding sessions, requirements discussions, and vendor meetings while documenting decisions, action items, and next steps.
Documentation: Maintain technical requirements, product backlog, process flows, integration documentation and onboarding materials.
Continuous Improvement: Capture and document opportunities to improve platform functionality and processes.

Qualifications
4+ years of experience in technical business analysis, systems analysis, business analysis, product support, project management, or a similar technology-focused role.
Experience eliciting, gathering and documenting business and technical requirements.
Experience creating user stories, acceptance criteria, workflows, and functional requirements.
Working knowledge of enterprise web applications, including APIs, REST/JSON, system integrations, endpoints, and technical dependencies.
Understanding of identity and access management concepts including SSO, authentication, authorization, identity providers, OIDC, SAML, tokens, claims, and attribute exchange.
Experience coordinating work with developers, technical teams, maintenance and operations teams, or technology vendors.
Experience tracking tasks, risks, issues, dependencies, and deliverables across multiple program initiatives.
Strong problem-solving, organization, communication, and stakeholder management skills.
Ability to translate technical information for non-technical audiences and business needs for technical teams.
Ability to quickly learn new platforms, systems, and technical concepts.

Preferred Qualifications
Experience working with ServiceNow applications, workflows, or development teams.? Professional certification in Business Analysis (e.g., IIBA CCBA/CBAP, PMI-PBA, or equivalent) is desirable.
Professional certification or training in Project Management or Agile Methodologies (e.g., PMP, CAPM, or CSM) is desirable.
Experience with ServiceNow Public Sector Digital Services (PSDS).
Experience supporting API-based application integrations.
Experience supporting enterprise, government, or citizen-facing digital applications.
Experience with Jira, Confluence, Azure DevOps, or similar tools.
Experience supporting maintenance and operations teams and production issue resolution.
Experience with UAT, regression testing, integration testing, and defect management.
Experience onboarding agencies, customers, applications, or services onto enterprise platforms.
Experience working in Agile, Scrum, Kanban, or other iterative development environments.

Required Skills
Requirement Gathering experience
API experience
User stories
Backlog experience

Preferred Skills
ServiceNow
Certification in BA/PM
Testing experience

If you are interested in helping expand a statewide digital platform and enjoy working at the intersection of business, technology, and project delivery, we encourage you to apply. The successful candidate will play an important role in helping State agencies connect their applications and services to the client while supporting the continued improvement and operation of the platform.

Notes:
Remote. 1st day may be onsite.