ServiceNow Business Analyst

iTech AG • Arlington, VA

1d

About The Position

iTech AG is seeking a ServiceNow Business Analyst to support the Plan Discovery initiative for SBP’s multi-year Inquiry360 transformation program. This initiative supports onboarding BCBS Local Plans onto a centralized customer service and inquiry management platform while preparing for future ServiceNow-enabled operational modernization. The consultant will perform Discovery activities, facilitate stakeholder alignment, document current-state operations, identify process and technology gaps, and define future-state workflows aligned to Inquiry360 and future ServiceNow implementation objectives.

Requirements

• 2+ years actively working with ServiceNow
• 2+ years of experience in business analysis, process consulting, or operational transformation
• Strong experience conducting enterprise Discovery and requirements gathering activities
• Experience facilitating workshops and stakeholder alignment sessions
• Strong background in: Business process mapping, Gap analysis, Workflow documentation, Requirements management
• Experience working across business and IT organizations
• Excellent communication, facilitation, and executive presentation skills
• Must be eligible to work in the United States only

Nice To Haves

• ServiceNow CSA certification
• Familiarity with ServiceNow ITSM, CRM, or CSM
• Experience supporting healthcare payer or federal program operations
• Experience supporting greenfield implementations and organizational change initiatives

Responsibilities

• Perform Discovery and business process analysis activities across multiple BCBS Local Plans
• Facilitate workshops and SME sessions to capture: Current-state workflows, Operational variations, Pain points and opportunities, Technical and integration dependencies
• Document: As-is and future-state workflows, Functional and non-functional requirements, Gap analysis findings, Readiness assessments, Executive summaries and onboarding recommendations
• Analyze APIs, data flows, integrations, legacy platforms, and system dependencies
• Support future-state process standardization and workflow optimization aligned to ServiceNow capabilities
• Support governance meetings, executive reporting, and transition into implementation phases
• Ensure deliverables are implementation-ready, scalable, and aligned to the broader transformation roadmap
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level