Job#: 3034594 Job Description: ITSM Business Analyst/Mid Technician
Location: New Braunfels/San Antonio, Texas - Local preferred (Remote)
Shift: M-F 8-5
Employment Type: Contract to Perm
Role Overview
We are seeking a Business Analyst to support a leading transportation organization by driving process oversight, workflow design, and operational improvements across service operations. This position will ensure efficient coordination between operations, dispatch, service teams, and technical stakeholders. The role is a 5 to 6-month contract with the potential to convert to a full-time position based on performance.
Key Responsibilities
- Conceptualize, document, and optimize workflows across ServiceNow and operations-driven processes.
- Analyze and oversee the ServiceNow ticket lifecycle, including intake, routing, prioritization, and resolution.
- Build and maintain reports and dashboards to track service performance and identify trends.
- Act as a liaison between technical teams and operational end-users to ensure alignment.
- Identify workflow bottlenecks and drive continuous improvement initiatives.
- Monitor queue health, SLAs, and ticket aging to ensure timely resolution.
- Support governance efforts by refining intake processes and reporting standards.
Required Qualifications
Experience:- 2-5+ years of experience in a Business Analyst, Operations Analyst, or Process Improvement role.
- Demonstrated ability to communicate with both business and technical stakeholders.
- Experience working with ticketing systems, with a preference for ServiceNow.
Technical Skills:- A balanced technical and business analyst skillset.
- Basic to intermediate knowledge of SQL queries or scripting.
- Experience with workflow design, process mapping, and operational analysis.
Preferred Qualifications
- Exposure to ITIL frameworks or ITSM best practices.
- Experience in transportation, logistics, supply chain, or field service operations.
- Familiarity with operational workflows such as dispatch management or service requests.
- Experience supporting ServiceNow enhancements or platform improvements.
Compensation & Benefits
The compensation for this position is between $48.00 and $53.00 per hour. A benefits package is available to eligible employees.
This employer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Apex uses a virtual recruiter as part of the application process. Click for more details.
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Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
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