Business Analyst - Cloud Platform
LightFeather is seeking a Business Analyst - Cloud Platform to join our team in Washington, DC. You will support our growing shared services portfolio and will focus on supporting customers adopting cloud-based and low-code/no-code platforms such as AWS, GCP, Azure, ServiceNow, Power Platform, Unqork, and others.
You will play a critical role in managing customer onboarding, intake and discovery, requirements gathering, customer communication, billing coordination, and documentation in alignment with a managed/shared services delivery model. You will work closely with platform leads, developers, project managers, and federal stakeholders to ensure customer satisfaction and service excellence.
- Location: In-Person (5 days/week) in Washington, DC
- Job Type: Full Time
- Citizenship: U.S. Citizenship Required
- Clearance Requirement: Active Secret Security Clearance Required (with ability to obtain Top Secret clearance)
Responsibilities:
- Serve as the primary point of contact for new and existing managed services customers during onboarding and service adoption.
- Conduct intake sessions, stakeholder interviews, and discovery workshops to understand and document customer needs.
- Translate business needs into detailed functional requirements, user stories, and process workflows.
- Maintain a comprehensive intake tracker and coordinate service request prioritization with delivery leads.
- Collaborate with technical teams to ensure accurate solution alignment with customer needs.
- Track and facilitate monthly/quarterly billing data associated with service consumption and platform usage.
- Create and maintain clear and thorough documentation including intake forms, requirements logs, decision registers, and service catalogs.
- Act as a liaison between the customer, internal teams, and other vendors to ensure timely responses and resolutions.
- Support the creation of customer-facing knowledge articles, onboarding guides, FAQs, and user documentation.
- Monitor customer satisfaction and suggest improvements to intake and onboarding processes.
Required Qualifications and Skills:
- US Citizenship.
- Active Secret clearance, and ability to obtain Top Secret clearance.
- Bachelor’s degree in Business Administration, Information Systems, or a related field.
- 3–5 years of experience as a Business Analyst supporting federal clients, ideally in a managed services or IT service delivery environment.
- Familiarity with cloud platforms (e.g., Azure, AWS)
- Strong understanding of requirements gathering, intake processes, business process mapping, and customer engagement.
- Experience working in an Agile or hybrid project delivery model.
- Strong written and verbal communication skills, with the ability to create clear documentation and interact effectively with stakeholders.
- Experience supporting or coordinating billing and service tracking functions.
- Excellent organizational skills and attention to detail.
- Must be able to work on-site (5 days/week) in Washington, DC.
Preferred:
- Experience working with federal agencies or government cloud projects.
- Experience working in a customer success, service delivery, or shared services environment.
- Familiarity with tools like Jira, Confluence, ServiceNow, or SharePoint.
- Understanding of ITIL or service management principles.
- Agile certification (e.g., Certified Scrum Master or PMI-ACP) is a plus.
Why Join LightFeather?
You'll be part of a team dedicated to meaningful impact, working on solutions that address mission-critical needs. Experience variety, fulfillment, and the opportunity to work with some of the best in the industry. We are committed to fostering a diverse and inclusive environment where everyone is valued and respected.
LightFeather is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.