Senior ITSM Business Analyst / Project Coordinator

Vector 70

. Act as the primary liaison between business users, IT teams, and PMO .

Posted 11/12/2026full-timeLos Angeles • California • United StatesSenior💰 $130,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in IT Business Analysis and Project Coordination, with a strong focus on ITSM processes and ServiceNow implementation. Capable of effectively liaising between business stakeholders and IT teams while managing complex project requirements and documentation.

Highest-signal resume keywords

IT Business AnalysisServiceNow ImplementationITIL ProcessesStakeholder ManagementRequirements Gathering

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Business Requirements DocumentationProcess FlowsUse CasesSystem InventoriesGap AnalysisWorkflow DocumentationIntegration DocumentationAction Item TrackingDecision TrackingPMO Status Reporting

Soft Skills

Excellent CommunicationInterpersonal SkillsPresentation SkillsOrganizational SkillsCoordination Skills

Tools & Technologies

ServiceNowITSM PlatformsAutomation SolutionsDatabricksAI Solutions

Certifications & Qualifications

ITIL CertificationServiceNow Certification

Industry Keywords

Public SectorTransportationEnterprise EnvironmentsIT Transformation InitiativesStakeholder Interviews

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Act as the primary liaison between business users, IT teams, and PMO
Coordinate discussions, workshops, and follow-up activities across departments
Conduct stakeholder interviews and discovery sessions to understand business needs, challenges, and ITSM requirements
Identify and document existing applications, tools, systems, and integration touchpoints
Document current-state processes, workflows, business use cases, and opportunities for improvement
Understand Incident, Problem, Change, Request, and Asset/Configuration Management processes and identify gaps
Track requirements, decisions, dependencies, action items, and open issues
Provide regular status updates to the PMO
Consolidate discovery findings and support requirements prioritization and planning for the ServiceNow implementation
Produce stakeholder and IT systems inventories, consolidated requirements, process maps, use cases, integration documentation, gap analyses, implementation readiness summaries, PMO status reports, action items, and decision tracking
Support Vector 70 client projects involving ServiceNow, AI, automation, Anthropic, and Databricks solutions

Requirements

What you’ll need

10+ years of experience in IT Business Analysis, IT Project Coordination, or enterprise IT transformation initiatives
Strong experience working as a liaison between business stakeholders, IT teams, and PMO in large organizations
Proven ability to independently lead discovery workshops, stakeholder interviews, and requirements-gathering sessions
Good understanding of ITSM / ITIL processes and familiarity with ServiceNow or comparable ITSM platforms
Experience documenting business requirements, system inventories, process flows, and use cases
Excellent verbal and written communication, interpersonal, presentation, and stakeholder management skills
Strong organizational skills with the ability to coordinate multiple departments and manage competing priorities
ITIL or ServiceNow certification is a plus, but not mandatory
Experience with ServiceNow implementation or ITSM modernization projects preferred
Prior experience in public sector, transportation, or large enterprise environments preferred