Amtrak Lead Demand Analyst - 90167729 - Washington in Washington, District Of Columbia

Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees.

Are you ready to join our team?


The Lead Business Analyst works in a lead or supervisor capacity with business partners (IT) to assess requests for IT services and align IT solutions, processes and/or strategies to those requests. Demonstrates an informed knowledge within the function to resolve problems and assist with improvement of processes on an ongoing basis. Supports several moderately complex business processes.


Responsible for assisting in the governance of IT disciplines, e.g. Demand Management, IT Resource Management, and IT Finance Management.

Monitors and analyzes Service Management metrics to ensure customer satisfaction and vendor performance.

Participates in planning sessions related to projects or new technologies, or to implement process improvements within the functional area.

Facilities various meetings pertinent to job responsiblities, and documents discussions and agreements evolving from meetings.

Establishes and manages relationships with internal and external business partners to ensure solutions meet user needs.

Manages end-to-end lifecycle of Demand Management responsibilities, including analysis, assessment, and estimation activities.

Assesses process improvement needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying priorities and advising on options.

Provides factual content, analysis, and other information to guide development projects and enhancement activities.

Develops and enforces standard approaches to handling requests for IT services through appropriate tools, processes, and procedures.

Promotes an understanding of IT Service Management roles, processes and activities to business units and IT departments. Supports and participates in formal reporting related to IT Operations.


Demonstrated experience with some years in IT Service Management field(s) in a technical or functional capacity

Working knowledge within IT Operations and/or Service Management functions.

Working knowledge within IT Operations and/or Service Management functions.

Experience with development and reporting towards KPI's, and knowledge of industry best-practice/industry benchmarks.

Understanding of various IT components, including mainframe, client server, web-based, and mobile architecture; server, storage, and network infrastructure; and database systems.

Experience in software and infrastructure sizing approaches.

Strong analytical skills.


Master's degree in Information Technology, or equivalent.


Master's degree in Information Technology, or equivalent.

Vendor Management experience.

Knowledge of Six Sigma/Lean Six Sigma.

ITIL Certification


Must possess excellent customer service, strong communication and interpersonal skills; work well with others in an integrated team environment; and must be self-motivated.


Requisition ID: 24987

Posting Location(s): District of Columbia; Maryland; Virginia

Personnel Area: DC04

Job Family/Function: Information Technology

Relocation Offered: No

Education Requirements: Bachelors Degree

Travel Requirements: Up to 25%

Employment Experience Requirements: 8 - 10 years of experience

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family, and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

We proudly support and encourage U.S. Veterans to apply for Amtrak job opportunities.

All positions require pre-employment background verification, medical review and pre-employment drug screen. Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

POSTING NOTES: Information Technology || Information Technology