ServiceNow Business Analyst - Remote

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.

In Short

• 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
• Document as-is and future-state workflows, functional and non-functional requirements, and gap analysis findings
• 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

Requirements

• 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, and 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

Benefits

• Bachelor’s degree required
• ServiceNow CSA certification preferred
• Familiarity with ServiceNow ITSM, CRM, or CSM preferred
• Experience supporting healthcare payer or federal program operations preferred
• Experience supporting greenfield implementations and organizational change initiatives preferred