Business Systems Analyst

Program Technology Governance Intake & Approval Management System (built on Service Now)

Preferred Background Insurance industry;
Service Now or comparable Service Management / Governance tool implementations

We are building a Technology Governance Intake and Approval Management system on the Service Now platform to standardize how technology requests are submitted, reviewed, prioritized, and approved across the organization. We are looking for an experienced Business Systems Analyst to partner with our Shared Services development team throughout the project lifecycle, from requirements discovery through UAT, Documenting BRD, System and Functional requirements, User Guides and go-live.

This is a hands‑on role requiring someone comfortable running structured elicitation sessions, writing detailed requirements and test artifacts.

• Author clear, testable business and functional requirements documents (BRD/FRD) for intake workflows, approval routing, and governance controls within Service Now.
• Build and maintain a full requirements traceability matrix (RTM) linking business requirements to design, development, and test cases.
• Translate governance and approval policy/process into system workflows, forms, and business rules in partnership with Service Now developers.
• Develop detailed test plans, test scripts, and test cases (functional, regression, integration) covering intake, routing, approval, and reporting features.
• In partnership with the Head of Tech Governance plan, coordinate, and execute User Acceptance Testing (UAT) including entry/exit criteria, defect triage, sign‑off, and stakeholder training support.
• Support process mapping and current‑state/future‑state analysis of governance and approval workflows.
• Act as liaison between business stakeholders, shared services developers, QA, and project working group, ensuring alignment and clear communication.
• Assist change management activities: training materials and adoption support.
• Creating documentation aligning with audit, compliance, and governance standards.

• 5+ years of experience as a Business Systems Analyst
• Proven experience writing business/functional requirements, use cases, and user stories for enterprise systems.
• Hands‑on experience building and maintaining a requirements traceability matrix (RTM).
• Strong experience developing test plans, test cases, and executing/coordinating UAT
• Strong stakeholder management skills, including the ability to navigate and resolve conflicting priorities across business and technical teams.
• Excellent written and verbal communication skills; able to translate business needs into clear technical requirements and vice versa.
• Experience working with cross‑functional teams including developers, QA, architects, and cross‑functional team.
• Proficiency with tools such as Confluence, Visio, and Microsoft Office/Excel for RTM and documentation.
• Strong analytical, problem‑solving, and organizational skills; high attention to detail.

• Experience with the Service Now platform, particularly modules related to Governance, Risk & Compliance (GRC), IT Business Management (ITBM/PPM, Demand/Intake Management, or App Engine/workflow‑based approval processes).
• Prior experience building or supporting a technology governance, intake, or approval management system/tool or equivalent.
• Insurance industry experience (P&C, Life, Health, or Reinsurance) and familiarity with insurance‑specific governance, risk, and regulatory considerations.
• Experience with IT Service Management (ITSM) tools and processes (Incident, Change, Problem, Request Management).
• Business Analysis certification (CBAP, CCBA, ECBA/IIBA) and/or Project Management certification (PMP, CAPM, PMI‑ACP).
• Understanding of audit, SOX, or regulatory compliance documentation.

• Detail‑oriented with strong documentation discipline, balanced with the ability to see the big picture.
• Adaptable to shifting requirements and evolving project scope.

• Business & Functional Requirements Documents (BRD/FRD)
• Requirements Traceability Matrix (RTM)
• Test Plan and Test Cases (functional, regression, integration)
• UAT Plan, UAT execution results, and sign‑off documentation