Key skills
ServiceNowBusiness AnalysisProcess ConsultingOperational TransformationEnterprise DiscoveryRequirements GatheringWorkshop FacilitationBusiness Process MappingGap AnalysisWorkflow DocumentationRequirements ManagementServiceNow CSA CertificationServiceNow ITSMServiceNow CRMServiceNow CSMHealthcare Payer OperationsFederal Program OperationsGreenfield ImplementationsOrganizational Change InitiativesExecutive PresentationCRMCommunicationPresentation Skills
About this role
iTech AG is seeking a ServiceNow Business Analyst to support the Plan Discovery initiative for SBP’s multi-year Inquiry360 transformation program. 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.
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
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
- Bachelor's degree
- 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