Business Analyst – IT Support Center

Role Overview

The Business Analyst drives the continuous evolution of technology, processes, and digital experiences that support employees and customers. This role serves as a strategic partner between Support Center operations, Service Now platform teams, and business stakeholders, helping transform business challenges into scalable solutions that improve service delivery and operational performance.

The Business Analyst is responsible for identifying opportunities to simplify processes, expand automation, optimize self‑service capabilities, and enhance the overall support experience across phone, chat, knowledge, and digital support channels.

Success in this role requires a blend of business analysis, process improvement, service management, and platform expertise. The ideal candidate is naturally curious, data‑driven, and passionate about leveraging technology to improve customer experiences, increase operational efficiency, and advance the maturity of IT support services.

• Bachelor's degree in Business Administration, Information Systems, Computer Science, Healthcare Informatics, or a related field
• Two (2) or more years of Business Analyst, Systems Analyst, Process Analyst, or related experience
• Experience with Service Now, with strong preference for ITSM and Knowledge Management expertise
• Experience gathering, documenting, and validating business and functional requirements
• Experience translating business needs into technical requirements and user stories
• Knowledge of IT Service Management (ITSM) principles and support center operations
• Experience participating in software testing, user acceptance testing (UAT), and validation activities
• Strong analytical, problem‑solving, and critical‑thinking skills
• Demonstrated ability to prioritize competing requests and manage multiple initiatives simultaneously
• Experience working with cross‑functional teams, business stakeholders, and technical teams
• Strong written and verbal communication skills, including process documentation and presentation development
• Proficiency with Microsoft Office products, including Excel, Word, PowerPoint, and Teams
• Experience documenting workflows, process maps, and business procedures
• Ability to analyze data and identify trends, opportunities, and process improvement recommendations

Comprehensive range of benefits to support every aspect of your life, including health, time off, retirement planning, and continuous learning opportunities.