What are the responsibilities and job description for the Senior Business/Systems Analyst position at MIT Lincoln Laboratory?
Position Description
The Senior Business Analyst plays a critical role in driving the success of IT Service Management (ITSM) by leveraging data-driven insights, enhancing processes, and implementing innovative solutions. This position bridges the gap between technical teams and business stakeholders to deliver optimized workflows, actionable analytics, and enhanced service delivery.
The Senior Business Analyst will be part of the IT Service Management (ITSM) team within Client Services, focusing on gathering and defining clear requirements, analyzing data for actionable insights, and driving measurable process improvements aligned with ITIL practices. They will also enhance enterprise reporting, establish feedback mechanisms, support automation, and empower team success. To achieve these goals, they will collaborate closely with the ITSM platform team, the Business Intelligence and Analytics team, and key business stakeholders.
The ideal candidate will be a strong analytical thinker with keen attention to detail, ensuring accuracy and thoroughness in their work. Their proactive, innovative, and outcomes-driven approach will enable them to anticipate challenges, address gaps, and consistently deliver measurable results. These achievements will be supported by their exceptional communication and collaboration skills, which allow them to build strong relationships and drive alignment across teams.
This role drives the organization’s ongoing maturation, enabling it to achieve operational excellence while enhancing customer satisfaction and service quality.
Primary Responsibilities
Business Analysis
- Collaborate with Process Owners (Incident, Change, Problem, Knowledge) and business stakeholders to define detailed requirements for process and reporting improvements.
- Analyze existing ITSM workflows, identify inefficiencies, and recommend automation or optimization solutions.
- Conduct workshops, interviews, and process mapping exercises to capture nuances in current workflows.
Enterprise Reporting and Analytics
Feedback and Service Quality Improvement
Automation and AI Integration
Team Support and Enablement
Required Qualifications
5 years of experience in business analysis, data analytics, or a similar role within ITSM or IT operations.
Proficiency in advanced analytics techniques, including predictive modeling and trend analysis.
Required Qualifications (cont.)
Ability to manage multiple initiatives and prioritize effectively.
Excellent communication and interpersonal skills to bridge the gap between technical teams and business stakeholders.
Bachelor’s degree in Information Technology, Business, Data Analytics, or a related field.
Preferred Qualifications
Work Environment
This position offers a hybrid or remote work environment, balancing remote flexibility with onsite collaboration to support operational goals and team engagement.
At MIT Lincoln Laboratory, our exceptional career opportunities include many outstanding benefits to help you stay healthy, feel supported, and enjoy a fulfilling work-life balance. Benefits offered to employees include :
Please visit our Benefits page for more information. As an employee of MIT, you can also take advantage of other voluntary benefits, discounts and perks .
Selected candidate will be subject to a pre-employment background investigation and must be able to obtain and maintain a Secret level DoD security clearance.
MIT Lincoln Laboratory is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, or genetic information; U.S. citizenship is required.
Requisition ID : 41783
