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ServiceNow Business Analyst (351)

iTech AG

Roles & Responsibilities

  • 2+ years actively working with ServiceNow
  • 2+ years of experience in business analysis, process consulting, or operational transformation
  • Strong experience conducting enterprise discovery and requirements gathering activities
  • Bachelor’s degree

Requirements:

  • Perform discovery and business process analysis across multiple BCBS Local Plans
  • Facilitate workshops and SME sessions to capture current-state workflows, operational variations, pain points, and technical/integration dependencies
  • Document as-is and future-state workflows, functional and non-functional requirements, gap analysis findings, readiness assessments, and onboarding recommendations
  • Analyze APIs, data flows, integrations, legacy platforms, and system dependencies; support governance meetings, executive reporting, and transition into implementation phases

Job description

Description

OVERVIEW 
iTech AG is seeking a ServiceNow Business Analyst to support the Plan Discovery initiative for SBP’s multi-year Inquiry360 transformation program. This initiative supports onboarding BCBS Local Plans onto a centralized customer service and inquiry management platform while preparing for future ServiceNow-enabled operational modernization. 
The consultant will perform Discovery activities, facilitate stakeholder alignment, document current-state operations, identify process and technology gaps, and define future-state workflows aligned to Inquiry360 and future ServiceNow implementation objectives. 
ROLES AND RESPONSIBILITIES 
  • Perform Discovery and business process analysis activities across multiple BCBS Local Plans 
  • Facilitate workshops and SME sessions to capture: 
  • Current-state workflows 
  • Operational variations 
  • Pain points and opportunities 
  • Technical and integration dependencies 
  • Document: 
  • As-is and future-state workflows 
  • Functional and non-functional requirements 
  • Gap analysis findings 
  • Readiness assessments 
  • Executive summaries and onboarding recommendations 
  • Analyze APIs, data flows, integrations, legacy platforms, and system dependencies 
  • Support future-state process standardization and workflow optimization aligned to ServiceNow capabilities 
  • Support governance meetings, executive reporting, and transition into implementation phases 
  • Ensure deliverables are implementation-ready, scalable, and aligned to the broader transformation roadmap 
  • Other duties as assigned
MINIMUM QUALIFICATIONS 
  • 2+ years actively working with ServiceNow 
  • 2+ years of experience in business analysis, process consulting, or operational transformation 
  • Strong experience conducting enterprise Discovery and requirements gathering activities 
  • Experience facilitating workshops and stakeholder alignment sessions 
  • Strong background in: 
  • Business process mapping 
  • Gap analysis 
  • Workflow documentation 
  • Requirements management 
  • Experience working across business and IT organizations 
  • Excellent communication, facilitation, and executive presentation skills 
  • Must be eligible to work in the United States only
EDUCATION AND CERTIFICATIONS  
  • Bachelor’s degree   
PREFERRED QUALIFICATIONS 
  • ServiceNow CSA certification
  • Familiarity with ServiceNow ITSM, CRM, or CSM 
  • Experience supporting healthcare payer or federal program operations 
  • Experience supporting greenfield implementations and organizational change initiatives
Ready to apply?
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