ServiceNow Business Analyst

OVERVIEW

iTechAG is seeking aService Now Business  Analyst to support the Plan Discovery initiative for SBP’s multi-year Inquiry
360 transformation program. This initiative supports onboarding BCBS Local Plans onto a centralized customer service and inquiry management platform while preparing for future Service Now-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 Inquiry
360 and future Service Now implementation objectives.

• 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 Service Now 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

• 2+ yearsactivelyworking with Service Now
• 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

• ​Bachelor’s degree

• Service Now CSA certification
• Familiarity with
  
  Service
  
  NowITSM, CRM, orCSM
• Experience supporting healthcare payer or federal program operations
• Experience supporting greenfield implementations and organizational change initiatives