Business Process & Change Management Analyst

Washington, D.C. · Contract On-Site · USD 105,000-120,000 · 3-6 years experience · Onsite · Posted Oct 6, 2026

At a glance

The Business Process & Change Management Analyst supports the ICE Office of Financial Management (OFM) Customer Service Operations contract. This role manages change and release processes for the Cost Management Module, maintains documentation repositories, and develops training materials to ensure process consistency.

Manage CMM change and release management with ICE OCIO, including planned change requests and emergency System Change Requests.
Gather and analyze requirements, develop use cases for system changes, and prepare documentation for OCIO change management.
Support the annual Customer Billing Model configuration review in CMM and maintain the Configuration Activity Log in JIRA.
Design, configure, and maintain the Customer Service SharePoint site and CS-OPS document repository.
Develop and maintain SOPs, process desk guides, tip sheets, and records retention plans in accordance with NARA requirements.
Develop training plans and materials and deliver virtual training to CSP and OFM users.
Document business processes and workflows and support process improvement projects.
Support recurring CSP meetings, including agendas, minutes, and action-item tracking.
Route and track SLA and FS-7600A/B packages.
Serve as backup on assigned monthly CBM cycle tasks during Fiscal Year End and workload peaks.

3–6 years of relevant professional experience, including Federal-sector change management and release management.
Bachelor's degree in accounting, finance, business administration, information management, IT, computer sciences, or data analytics.
Experience gathering and analyzing requirements and developing use cases for system changes.
Technical writing experience including user guides, technical requirements, SOPs, and workflow documentation.
Proficiency in Microsoft Outlook, Project, PowerPoint, Word, Excel, and SharePoint.
Working knowledge of JIRA.
Excellent oral and written communication skills.
U.S. citizenship and ability to obtain and maintain an ICE suitability (public trust) determination.
U.S. residency for 3 of the last 5 years.

Master's degree in data analytics, finance, or public policy.
ITIL Foundation certification or equivalent change and release management training.
Experience supporting ICE, DHS, or another federal CFO organization.
Familiarity with activity-based costing or shared services (FASS) billing.
Experience with FileOnQ/CMM or similar cost management or billing platforms.
SharePoint site administration and configuration experience.
Power BI or Tableau proficiency.
Experience with SQL, financial reporting, or audit support.