Business Analyst III (Remote)
Rothe is seeking a Business Analyst for the Application Data Services (ADS) Business Service Management Office within Office of the Chief Information Officer in support of the NASA Enterprise Multimedia and Integrated Technical Services (eMITS) contract. eMITS is the Agency's enterprise-level contract creating and delivering multimedia and technical communications through the use of the internet, digital platforms, and IT management for NASA's Office of the Chief Information Officer (OCIO) and Office of Communications (OCOMM). From photographing rocket launches and recoveries, to producing engaging videos, to information technology management, to using social media to share NASA's message, eMITS integrates services for NASA IT and provides NASA's communication to the outside world. Come join us in support of NASA's mission to inspire the world through information and discovery.
Job Description:
Seeking a highly organized IT business operations and governance specialist to support the Application Data Services (ADS) customer intake, service management, governance, agreement administration, and asset management functions. The role ensures compliant, timely, and accurate execution of ADS processes across Customer Relationship Management (CRM), IT Service Management (ITSM), governance, Service Level Agreements/Operational Level Agreements, and IT asset lifecycle operations.
Functional Responsibilities:
Customer Relationship Management (CRM):
- Manage all customer requests through the Application and Platform Services (APS) intake process, providing triage, routing, and full lifecycle tracking.
- Monitor work requests across the Software Development Life Cycle (SDLC) and coordinate funding actions with complete technical/financial documentation.
IT Service Management (ITSM):
- Initiate, track, and resolve NASA IT catalog and ADS service requests.
- Provide real-time electronic metrics for service line performance.
Service Level Agreements & Agreements Management:
- Develop and maintain standardized templates for MOUs, SLAs, and OLAs.
- Maintain agency-approved repositories with full version control and access compliance.
- Manage automated routing workflows and analytics dashboards for agreement compliance and cycle times.
- Resolve agreement inquiries, compliance issues, and technical actions through official ticketing systems.
Governance:
- Execute IT governance activities in alignment with NASA's governance framework, strategy, and investment planning.
- Mature ADS governance processes, boards, templates, and artifacts.
- Serve as Assistant ADS Board Manager.
- Provide strategy, analytics, and data aggregation to support leadership decision-making.
IT Asset Management (ITAM):
- Manage end-to-end IT acquisitions, including vendor quotes, PR packages, approvals, and post-award actions.
- Maintain complete acquisition documentation and centralized inventory of hardware, software, licenses, warranties, and maintenance agreements.
- Oversee license lifecycle activities in compliance with NASA SAM and supply-chain policies.
- Develop standardized IT asset lifecycle procedures and ensure compliant handling of GFE and contractor property.
- Respond to audits and data calls with accurate, timely submissions.
- Provide analysis to optimize asset utilization and reduce cost.
- Manage funds collection for demand services and support customers in acquisition and lifecycle processes.
- Maintain centralized repositories as authoritative sources for all approvals, inventory, reporting, and ITAM documentation.
Remote, hybrid, and onsite positions, the employee bears travel costs to the nearest NASA Center for badging and the issuance of NASA IT equipment.
For a Remote or Hybrid position, the employee must have a reliable internet connection and be able to VPN into the NASA network to conduct work.
Education and Experience:
Minimum Education: BA/BS degree
Minimum Experience: Five years of relevant working experience
Minimum Qualifications:
- Experience working with form-builders or intake tools such as Power Apps or equivalent platforms.
- Competence in managing structured data using tools like Excel, Power Query, or SQL-based systems.
- Experience with ticketing and service management systems (such as ServiceNow and Jira).
- Understanding security configuration, role-based access controls, and compliance requirements within Microsoft and government platforms.
- Five years' experience working with geographically separated customers.
- Five years' experience with software collaboration tools in a SaaS environment including Box, Mural, Slack, O365, and others.
- Comfortable interfacing with senior leadership, stakeholders, customers, and other contracts.
Preferred Qualifications:
- Strong time-management skills
- Able to shift rapidly and frequently between projects
Rothe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
Rothe participates in E-Verify.
BA/BS degree; 5+ years relevant experience; experience with Power Apps, Excel, Power Query, SQL, ServiceNow, Jira, Box, Mural, Slack, O365; ability to work with geographically separated customers; reliable internet and VPN access.
Key Responsibilities
- managing customer requests
- tracking service requests
- developing agreement templates
Skills & Tools
Power Apps, Microsoft Excel, Power Query, SQL, ServiceNow, Jira, Box, Mural, Slack, Microsoft 365
Job Details
- Category: Business Operations
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States
- Languages: English
About Rothe Development, Inc.
An IT services company supporting NASA contracts and enterprise multimedia services. — Industry: Information Technology