Job Description
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.
Education Requirements