Business Process & Change Management Analyst

Dynamis, Inc. is seeking a Business Process & Change Management Analyst to support the ICE Office of Financial Management (OFM) Customer Service Operations (CS-OPS) contract. This mid-level position (Journeyman Business and Financial Operations Specialist) leads change and release management for the Cost Management Module (CMM) on the FileOnQ platform, maintains the Customer Service Program SharePoint site and document repository, and develops the SOPs, desk guides, and training materials that keep CS-OPS processes consistent and auditable. The analyst reports to the Customer Service Program Lead and the Dynamis Program Manager. 

Responsibilities:

• Manage CMM change and release management with ICE OCIO, including planned change requests, emergency System Change Requests (SCRs), and the CMM release schedule (PWS 4.4)
• Gather and analyze requirements, develop use cases for system changes, and prepare all documentation required for OCIO change management
• Support the annual Customer Billing Model (CBM) configuration review in CMM: coordinate with OFM process owners to confirm workload drivers and data capture, and maintain the Configuration Activity Log in JIRA (PWS 4.2)
• Design, configure, and maintain the Customer Service SharePoint site and the CS-OPS document repository, including access requests to CBM tools, audit trails, and coordination with OCIO (PWS C.1.5)
• Develop and maintain SOPs, process desk guides, tip sheets, the Document Management Plan, and the Records Retention Plan in accordance with NARA requirements
• Develop training plans and materials and deliver virtual training to CSP and OFM users on CBM tools and systems (PWS 4.3)
• Document business processes and workflows, and support process improvement and special projects (PWS 4.1)
• Support recurring CSP meetings (agendas, minutes, action-item tracking) and the routing and tracking of SLA and FS-7600A/B packages
• Serve as backup on assigned monthly CBM cycle tasks during Fiscal Year End and other workload peaks 

Requirements:

• 3–6 years of relevant professional experience, including Federal-sector change management and release management (change requests, release planning, and SDLC documentation)
• Bachelor's degree in accounting, finance, business administration, information management, IT, computer sciences, data analytics, or a related field
• Experience gathering and analyzing requirements and developing use cases for system changes
• Technical writing experience: user guides, technical requirements, SOPs, and business process and workflow documentation
• Proficiency in Microsoft Outlook, Project, PowerPoint, Word, Excel, and SharePoint; working knowledge of JIRA