Business Systems Analyst

Job Title: Business Systems Analyst

Location: Pontiac, MI (Hybrid)

Job Type: Contract

Role Summary

The client is seeking an experienced Business Systems Analyst to support infrastructure projects spanning Networking, Server, Workstation Services, Microsoft 365, VOIP Telecommunications, and Service Center operations. The analyst drives deliverables end-to-end — from requirements gathering and data analysis through testing, implementation, and end-user training. The role also involves authoring RFPs, defining contract scope, and creating procedures to improve existing systems. Key platforms in the environment include ServiceNow, Webex Calling, Microsoft 365, Clarity, Imagicle, and OKTA.

Key Responsibilities

• Requirements & Analysis
  • Conduct data analysis and write detailed technical requirements to support infrastructure project deliverables.
• Testing & Implementation
  • Test and implement technology solutions, ensuring deliverables meet defined specifications.
• Process Improvement
  • Create and document procedures to improve and optimize existing systems across IT service areas.
• Training & End-User Support
  • Provide training and ongoing support to end users following system implementations.
• Procurement & Contract Support
  • Author Request for Proposals (RFPs) and define Contract Scope of Deliverables for technology engagements.
• Research & Project Support
  • Conduct research to support both project-specific and operational needs across IT infrastructure teams.
• Stakeholder Communication
  • Apply strong communication and problem-solving skills to coordinate across Networking, Server, VOIP, and Service Center teams.

Technical Skills

• Productivity & Collaboration: Microsoft 365 (M365) Productivity Suite (required — strong hands-on experience)
• Data & Analytics: Data analytics — querying, reporting, and analysis to support project and operational decisions
• ITSM & Asset Management: ServiceNow (preferred) — Asset Management, Inventory Management, CMDB Discovery integrations
• Telecommunications: Webex Calling Platform and/or Telecommunications Expense Management (preferred)
• Identity & Access: OKTA
• Project & Portfolio Tools: Clarity, Imagicle
• Procurement: RFP writing, Contract Scope of Deliverables authoring, Contract Management

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field (or equivalent experience)
• 5+ years of experience as a Business Systems Analyst, ideally supporting IT infrastructure or government/public-sector environments
• Demonstrated experience with RFP writing and contract management is a strong plus.