Position Summary:
We are looking for an experienced
Business Analyst to support two enterprise integration initiatives:
Identity & Access Management (IAM) and
Enterprise Technology Unification (ITSM/Helpdesk & IT Operations). The role will be split evenly between both projects, requiring strong analytical skills, process documentation expertise, and the ability to work across diverse stakeholder groups. The Business Analyst will play a critical role in gathering requirements, mapping processes, and supporting the delivery of unified identity, access, and service management capabilities across merging organizations.
Key Responsibilities:
Identity & Access Management (IAM) – 50%
- Gather and analyze requirements for consolidating dual M365 user accounts into a single identity model.
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Document interim and end-state access requirements to support business needs.
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Define access patterns that leverage a single M365 IdP for authentication and authorization.
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Develop and maintain user personas, mapping users to access needs across both client ecosystems.
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Identify system accesses required for ongoing operations and those eligible for decommissioning.
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Support planning and execution of cutover to single IdP access patterns.
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Assist in decommissioning of Citrix and Azure Virtual Desktop solutions.
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Ensure IAM governance alignment with tools such as SailPoint.
Enterprise Technology Unification (ITSM & Helpdesk) – 50%
- Partner with stakeholders to gather requirements for consolidating Service Desk and IT Operations Center (ITOC) into unified processes.
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Document current-state and future-state workflows, focusing on end-user experience, Solution Bar support, and IT service delivery.
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Support discovery and planning to unify ITSM processes in ServiceNow, Asset Management, and related systems.
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Contribute to the definition and implementation of ServiceNow changes to incorporate both client organizations.
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Review and document contract adjustments required for service desk and operational support vendors.
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Assist in developing a communication strategy for all end users, including service changes and effective dates.
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Support design and delivery of training for IT Ops Center and Service Desk vendors.
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Coordinate with IAM project teams to identify and resolve dependencies across ITSM and IAM solutions.
Deliverables & Focus Areas:
- Documented requirements, process maps, and user stories for IAM and ITSM unification.
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Persona-based access models and system access maps.
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Unified IT Service Desk and IT Ops Center process documentation.
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Migration and cutover support for IAM (single identity) and ITSM (single service desk).
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Communication and training deliverables to support end-user adoption.
Technology Exposure:
- IAM: M365 IdP, Citrix, Azure Remote Desktop, SailPoint
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ITSM & IT Operations: ServiceNow, Asset Management, Solution Bar
Qualifications:
- Proven experience as a Business Analyst in large-scale IAM and/or ITSM transformation projects.
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Strong understanding of identity management, access governance, and single sign-on models.
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Familiarity with M365 IdP, Citrix, Azure Virtual Desktop, and SailPoint.
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Hands-on experience with ServiceNow ITSM (CMDB, Incident, Problem, Change, Request, Knowledge, Asset Management).
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Excellent requirements gathering, process documentation, and stakeholder facilitation skills.
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Ability to support training, communications, and organizational change management.
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Strong problem-solving skills with the ability to balance short-term tactical needs and long-term strategic goals.
Cadre is committed to providing equitable treatment and equal opportunity to all individuals. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We thank all those who apply; however, only those candidates selected for interviews will be contacted.
INDONA 