Business Analyst

Description

The Business Analyst will support in defining a structured fraud logging capability in Service Now. The core of the role is analysis and design rather than platform build: gathering requirements, mocking up the fraud logging screen using benchmarking data from other life insurance companies, and documenting the endtoend workflow in close collaboration with business subject matter experts. The analyst will produce the requirements, screen mockups, and workflow documentation that the Service Now platform team will build against.

The role also supports planning for the migration of historical fraud records from SharePoint into Service Now, defining the data requirements and mapping. This is a handson analyst and design role well suited to someone who can translate fraud/operational risk subject matter and industry practice into clear, buildable specifications, and who works comfortably alongside business SMEs to capture how work actually gets done.

• Hold working sessions and interviews with business SMEs and the extended divisional team to capture the functional and data requirements for fraud logging. Document the current state fraud intake and logging process, including handoffs, roles, and the data captured today.
• Translate requirements into clear, prioritized user stories and acceptance criteria that a Service Now developer or platform team can build against.
• Define the fraud record data model - required vs. optional fields, categories, statuses, severity/priority logic, validation rules, and reporting needs.

• Research and gather reference data on how other life insurance companies capture and log fraud - the fields they track, screen layouts, categorization schemes, and workflow patterns.
• Use that benchmarking to inform the targetstate fraud logging screen: which fields to capture, how to group them, and how the intake experience should flow.
• Produce screen mockups / wireframes of the fraud logging interface for review and iteration with business SMEs, refining based on feedback.
• Annotate mockups with fieldlevel definitions, behavior (required/conditional logic), and validation rules so they serve as a clear build specification.

• Work directly with business SMEs to map and document the targetstate fraud logging workflow end to end - intake, triage, assignment, review, and closure.
• Capture roles, responsibilities, decision points, statuses, SLAs, and escalation paths.
• Produce process maps and supporting narrative documentation that align the workflow to the mockedup screen design.
• Develop user facing job aids and workflow guides for fraud loggers and reviewers.

• Inventory and profile existing fraud data in SharePoint (lists, libraries, spreadsheets, documents) with input from data owners.
• Build a sourcetotarget field mapping between the SharePoint data and the target Service Now fraud data model, including cleansing, standardization, and deduplication rules.
• Define reconciliation and validation criteria to confirm completeness and accuracy of migrated records.
• Coordinate the migration approach with the Service Now platform team and document the plan, mapping, and audit trail.

• Maintain clear, version controlled documentation of requirements, mockups, mappings, and decisions.
• Track risks, assumptions, issues, and dependencies (RAID) and elevate to leadership as needed.
• Coordinate across OR&R, the Service Now platform team, data owners, and information security/privacy stakeholders.
• Support user acceptance testing (UAT) by drafting test cases and helping run test cycles with fraud users.

• 3+ years as a Business Analyst on system implementation, workflow, or process design projects.
• Strong requirements elicitation and facilitation skills, with a track record of working closely with business SMEs.
• Demonstrated ability to produce screen mockups / wireframes and translate them into buildready specifications (e.g., Figma, Lucid, Balsamiq, Visio, or similar).
• Process mapping and workflow documentation…