DescriptionOVERVIEWiTech 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.
ROLES AND 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
MINIMUM QUALIFICATIONS - 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
- 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
EDUCATIONAND CERTIFICATIONS PREFERRED QUALIFICATIONS - 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
