This role is responsible for providing comprehensive lifecycle management and automation support for ADS customer service-level agreements (SLAs).
Key Skills for This Role
Microsoft Power AutomatePower AppsPower QuerySQLServiceNowJira
Full Job Posting
Business Analyst (Remote)
Rothe is seeking a Business Analyst for the Collaboration and Productivity Services Office, within Workplace Collaboration Services in Office of the Chief Information Officer in support of the NASA Enterprise Multimedia and Integrated Technical Services (eMITS) contract. eMITS is the Agency’s enterprise-level contract creating and delivering multimedia and technical communications through the use of the internet, digital platforms, and IT management for NASA’s Office of the Chief Information Officer (OCIO) and Office of Communications (OCOMM). From photographing rocket launches and recoveries, to producing engaging videos, to information technology management, to using social media to share NASA’s message, eMITS integrates services for NASA IT and provides NASA’s communication to the outside world. Come join us in support of NASA’s mission to inspire the world through information and discovery.
Job Description
This role is responsible for providing comprehensive lifecycle management and automation support for ADS customer service-level agreements (SLAs). Responsibilities include maintaining standardized agreement templates, managing digital repositories, developing automated workflows, translating business requirements into functional solutions, delivering performance dashboards, and resolving agreement-related inquiries while ensuring compliance with government standards.
Functional Responsibilities
Provide end-to-end lifecycle support for ADS SLA processes, including creation, maintenance, and improvement of standardized MOU, SLA, and OLA templates.
Maintain all agreements within the government-approved digital repository and identify automation opportunities to reduce manual effort and increase operational efficiency.
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Develop and deploy automated workflows that streamline agreement activities from intake through renewal using approved automation platforms.
Translate SLA business requirements and process gaps into functional automated solutions that ensure correct business logic, approval routing, system integration, data integrity, traceability, and compliance with NASA security and records management policies.
Deliver real-time visibility into agreement performance through automated dashboards and reporting tools, including status tracking, compliance indicators, processing cycle time, aging metrics, and other key performance measures.
Use performance data to identify trends, evaluate process efficiency, and recommend additional automation or process improvements.
Resolve agreement-related inquiries, compliance issues, and technical requests within established timelines and quality standards.
Log and track all inquiries and issues within a government-approved ticket management system from intake through resolution.
Identify recurring issues and recommend process improvements or automation enhancements based on ticket analysis.
Remote, hybrid, and onsite positions, the employee bears travel costs to the nearest NASA Center for badging and the issuance of NASA IT equipment.
For a Remote or Hybrid position, the employee must have a reliable internet connection and be able to VPN into the NASA network to conduct work.
Education and Experience
Minimum Education: BA/BS degree
Minimum Experience: Five years of relevant working experience
Minimum Qualifications
Three years’ experience working with workflow automation platforms such as Microsoft Power Automate.
Ability to design, test, and maintain automated workflows using low-code/no-code tools.
Experience working with form-builders or intake tools such as Power Apps or equivalent platforms.
Competence in managing structured data using tools like Excel, Power Query, or SQL-based systems.
Knowledge of integration tools or APIs to ensure data flow between automation platforms and repositories.
Experience with ticketing and service management systems (such as ServiceNow and Jira).
Understanding security configuration, role-based access controls, and compliance requirements within Microsoft and government platforms.
Five years’ experience working with geographically separated customers.
Five years’ experience with software collaboration tools in a SaaS environment including Box, Mural, Slack, O365, and others.
Comfortable interfacing with senior leadership, stakeholders, customers, and other contracts.
Preferred Qualifications
Strong time-management skills
Able to shift rapidly and frequently between projects
Rothe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
