ServiceNow Business Analyst

OVERVIEW iTechAG is seeking aServiceNowBusiness 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 willperformDiscovery 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. ROLES AND RESPONSIBILITIES PerformDiscovery 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 MINIMUM QUALIFICATIONS 2+ yearsactivelyworking 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 EDUCATION AND CERTIFICATIONS ​Bachelor’s degree PREFERRED QUALIFICATIONS ServiceNow CSA certification Familiarity withServiceNowITSM, CRM, orCSM Experience supporting healthcare payer or federal program operations Experience supporting greenfield implementations and organizational change initiatives #J-18808-Ljbffr