Business Analyst - ServiceNow Integrated Success Program

Job Summary:

Business Analyst - Service Now Integrated Success Program

The Business Analyst supporting the Service Now Integrated Success Program is responsible for driving requirements definition, process analysis, backlog readiness, documentation, and stakeholder alignment across the program's major work streams, including the Self-Serve Agent using Employee Works, and AI Ops Automation using Now Assist. This role works closely with the Program Manager, Service Now resources, business stakeholders, technology teams, and delivery partners to translate strategic outcomes into actionable requirements, user stories, acceptance criteria, process flows, testing artifacts, and decision-ready materials.

The Business Analyst helps ensure that program scope, dependencies, risks, and success measures are clearly understood, documented, and traceable from discovery through delivery and value realization.

• Partner with business and technology stakeholders to elicit, clarify, and document functional and non-functional requirements across Service Now Integrated Success work streams.
• Facilitate discovery sessions, workshops, and breakout discussions to understand current-state processes, pain points, automation opportunities, data needs, integrations, and target-state outcomes.
• Translate business needs into clear requirements, user stories, acceptance criteria, process flows, use cases, and backlog-ready artifacts.
• Ensure requirements are aligned to program objectives, approved scope, Service Now capabilities, governance expectations, and measurable business outcomes.

• Support backlog creation, refinement, prioritization, and grooming in partnership with Product Owners, Service Now delivery resources, technical consultants, and program leadership.
• Maintain traceability between business objectives, requirements, user stories, test scenarios, decisions, risks, and delivered capabilities.
• Identify dependencies, open questions, and readiness gaps that may affect sprint planning, configuration, testing, release timing, or stakeholder adoption.
• Coordinate with technical teams to validate feasibility, clarify design assumptions, and ensure business requirements are understood before build activities begin.

• Engage internal teams and external partners across HR, McKesson Technology, and Service Now delivery teams.
• Facilitate alignment across stakeholders on business process design, operating model impacts, intake logic, fulfillment paths, automation priorities, reporting needs, and release readiness.
• Document decisions, action items, assumptions, risks, issues, dependencies, and changes in a clear and structured manner.
• Support recurring program cadences by preparing materials for working sessions, backlog prioritization meetings, leadership reviews, and stakeholder updates.
• Support change readiness by documenting process impacts, operational handoffs, knowledge needs, training inputs, and adoption considerations.

• Maintain program documentation in the designated Service Now Integrated Success repository, ensuring artifacts are current, organized, and easy for stakeholders to reference.
• Support risk, issue, decision, action, and change tracking by providing timely updates and structured documentation.
• Prepare clear summaries, requirement packs, process documentation, status inputs, and decision materials for program leadership.
• Ensure analysis artifacts support governance, auditability, delivery transparency, and long-term value realization.

• Clear, complete, and actionable requirements documented for priority work streams
• Backlog items are well-defined, prioritized, and ready for sprint planning
• Strong traceability from business outcomes to requirements, user stories, testing, and delivered capabilities
• Timely identification and documentation of risks, issues, dependencies, assumptions, and decisions
• Effective stakeholder alignment across business, technology, Service Now, and delivery partner teams

• Proven experience as a Business Analyst supporting enterprise technology, Service Now, automation, ITSM, HR service delivery, or operational transformation initiatives.
• Strong requirements elicitation, analysis, documentation, and facilitation skills.
• Ability to translate complex business processes into user stories, acceptance criteria, process flows, and testable requirements.
• Experience supporting Agile delivery methods, backlog management, sprint readiness, UAT, and release readiness activities.
• Strong stakeholder management skills with the ability to align business, technology, vendor, and leadership audiences.
• Familiarity with Service Now capabilities, ITSM/ITOM/ITAM concepts, AI automation, knowledge management, virtual agent, case deflection, or service desk operations preferred.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join…