Technical Business Analyst

Job Description
ECS is seeking a Technical Business Analyst to work in our Washington, DC office.

ECS is seeking a Technical Business Analyst with a strong focus on Microsoft 365 and Exchange operations to support a high-profile federal environment. This role is primarily responsible for managing Tier 3 support queues, resolving complex technical issues, and ensuring service continuity across enterprise messaging platforms. The ideal candidate will serve as the central point of coordination for escalated incidents and service requests, while also contributing to Agile delivery processes and Release Train support where needed.

While the core of this role centers on Exchange/M365 operational excellence, the selected candidate will also participate in Agile coordination activities such as backlog refinement, team syncs, and release planning-helping to bridge the gap between technical teams and delivery stakeholders. This position is ideal for someone who thrives in high-paced support environments but can also flex into Agile leadership when required.

Responsibilities:

• Manage daily operations for Microsoft Exchange (On-Prem and Online) and M365 services, including Teams, OneDrive, and Exchange, etc.
• Serve as Tier 3 escalation point for complex technical issues; oversee ticket triage and resolution through Jira eHELP systems.
• Analyze business needs, gather and refine technical requirements, and translate them into actionable user stories or support tickets.
• Coordinate Agile team activities including backlog grooming, sprint planning, and delivery syncs to support platform upgrades and enhancements.
• Use PowerShell scripting to automate operational tasks, reduce manual effort, and support reporting needs.
• Collaborate with stakeholders across engineering, security, and program leadership to ensure delivery aligns with mission objectives.
• Document standard operating procedures (SOPs), workflows, and configuration changes for knowledge sharing and audit readiness.
• Support Exchange and M365 migration and hybrid integration efforts, ensuring seamless service transitions and data integrity.
• Develop dashboards and metrics in Jira or other platforms to communicate operational health and delivery progress.

Salary Range: $95,000-$115,000

Required Skills

• Must have a Top-Secret Clearance with SCI Eligibility
• 3+ years of experience supporting Microsoft Exchange (On-Prem and Online) and Microsoft 365 (M365) in an enterprise or government environment.
• Strong background in Tier 3 operations, including incident resolution, queue ownership, and coordination of escalated support across teams.
• Experience managing technical support queues using enterprise tools such as eHELP, Jira, or similar platforms.
• Proficiency in PowerShell scripting for automating administrative tasks and operational reporting.
• Hands-on experience with Active Directory (AD) and Azure Active Directory (AAD), including group and policy administration.
• Solid understanding of M365 services including Exchange Online, Teams, and OneDrive.
• Ability to analyze technical issues, interpret logs, troubleshoot mail flow, and coordinate with vendors when needed.
• Familiarity with Agile principles and ability to support backlog management, release coordination, or sprint activities when required.
• Strong written and verbal communication skills for documenting SOPs, managing escalations, and liaising between technical and business stakeholders.

Desired Skills

• SAFe or Scrum certification (RTE, Scrum Master, or Product Owner).
• Experience with hybrid Exchange environments and migrations.
• Familiarity with Microsoft Power Platform (PowerApps, Power Automate).
• Understanding of M365 governance, security, and compliance best practices (MFA, DLP, ATP).
• Exposure to ITIL frameworks in federal or enterprise environments.
• Experience creating SOPs, workflow diagrams, and technical documentation for end users and IT staff.

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ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.