ServiceNow Business Analyst
Job in
Arlington, Arlington County, Virginia, 22201, USA
Listed on 2026-06-28
Listing for:
iTech AG
Full Time
position Listed on 2026-06-28
Job specializations:
-
IT/Tech
Business Systems/ Tech Analyst, IT Business Analyst, Change Management -
Business
Business Systems/ Tech Analyst, Change Management
Job Description & How to Apply Below
Servicenow Business Analyst
OVERVIEW iTech AG is seeking a Service 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.
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 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
MINIMUM QUALIFICATIONS
- 2+ years actively working 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
EDUCATION AND CERTIFICATIONS
- Bachelor's degree
PREFERRED QUALIFICATIONS
- Service Now CSA certification
- Familiarity with Service Now ITSM, CRM, or CSM
- Experience supporting healthcare payer or federal program operations
- Experience supporting greenfield implementations and organizational change initiatives
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