Business Analyst - IT Operations & End User Services

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ATI is looking for a Business Analyst to support our DT Service Desk, ITSM processes, and Deskside Support. This is an onsite position in our Dallas, TX office 5 days per week. This role bridges IT operations and the business, using data, process knowledge, and technology (ServiceNow) to drive stability, efficiency, and measurable improvements in end-user services. This is a great position for you if you're looking to expand your knowledge in ITSM, secure an enterprise role that works across our various business units/functions, and partners with cyber, applications, infrastructure and more!

Key Responsibilities

• Partner with Service Desk and ITSM teams to analyze trends, identify improvements, and enhance customer experience.
• Document and refine ITSM workflows (Incident, Request, Change, Problem, Knowledge).
• Support Deskside by identifying "shift left" opportunities and standardizing processes.
• Build and maintain dashboards, metrics, and reports for service performance.
• Translate business needs into clear requirements for ServiceNow enhancements.
• Conduct root cause analysis on recurring issues and recommend solutions.
• Develop SOPs, process flows, and user documentation to drive consistency.

Requirements:

• 5+ years in Business Analysis or IT Operations.
• Experience gathering customer needs and turning them into requirements.
• Knowledge of ITIL/ITSM frameworks (certification preferred).
• Experience with ServiceNow or similar ITSM platforms.
• Strong data analysis skills (Excel, Power BI, or similar).
• Excellent communication, documentation, and cross-team collaboration skills.
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  Basic understanding of standard IT responsibilities (network configuration, wireless connections, desktop/laptop management, operating system management, IT security, firewall, VPN, remote access, A/V technology, etc.)

  
  

Preferred:

• Experience in manufacturing or industrial IT environments.
• Experience in a regulated industry, critical infrastructure sector or DoD contractor.
• Familiarity with automation, shift-left strategies, or Lean/Agile methods.
• Project Management experience.

Success Looks Like:

• Improved Service Desk KPIs (First Contact Resolution, SLA, CSAT).
• Documented and adopted process improvements in ITSM workflows.
• Increased automation and reduction in deskside dependency.
• Data-driven insights shaping IT service delivery decisions.

*It is ATI's policy to not provide immigration sponsorship for any of the company's positions.

ATI and its subsidiary companies will provide equal employment opportunities to all applicants without regard to applicant's race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, veteran status, disability status, or any other status protected be federal or state law. The company will provide reasonable accommodations to allow an applicant to participate in the hiring process if so requested.