Business Analyst – IT Support Center

• Organization Health Partners/GHI, Health Partners Enterprise
• Posting Date 07/16/2026, 02:24 PM
• Work Schedule
  • M-F; core business hours
  
  • This position is eligible for remote work; however, local candidates are strongly preferred, as occasional onsite attendance may be required for team meetings, workgroup sessions, and other collaborative activities.
  
  • This role primarily supports operations between 7:00 a.m. and 5:00 p.m. Occasional flexibility outside of normal business hours may be required to support project implementations, system deployments, and go-live activities.
• Hours Per Week/FTE 40 hrs weekly / 1.0 FTE
• Job Shift Day
• Position Type Full-time regular
• Job Category Information Technology
• Department IT Support Center
• Pay Range $32.31 - $48.47 hourly
• Pay Range Statement Compensation is based on the level and requirements of the role. Pay within our ranges may also be determined by education, experience, knowledge, skills, location, and abilities as well as internal equity. Hired candidates may be eligible to receive additional compensation based on role (e.g., shift differential, bonus, sales incentive, productivity pay, etc.).
• Overtime Eligibility Status Exempt
• Worker Type Employee

Health Partners is hiring a Business Analyst – IT Support Center
. The Business Analyst drives the continuous evolution of the technology, processes, and digital experiences that support our 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. Collaborating closely with leaders, developers, and end users, this role helps shape product roadmaps, prioritize enhancements, define business requirements, and ensure successful delivery of technology solutions that align with organizational goals.

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.

Reporting to the Senior Manager of the Support Center, this position plays a key role in advancing Health Partners’ Service Now capabilities, Support Center processes, automation strategy, and digital support transformation initiatives.

Required Qualifications:

• Bachelor's degree in Business Administration, Information Systems, Computer Science, Healthcare Informatics, or a related field; or equivalent combination of education and experience.
• 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. Additional experience with Employee Center, Virtual Agent, Catalog Management, or other Service Now modules is highly desirable. Broad Service Now platform experience is a plus.
• 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…