ServiceNow Business Analyst

Hybrid Details: Onsite 1 day/month and as needed

Job Description

The Business Analyst is responsible for partnering with business, clinical, operational, and Information Services stakeholders to analyze needs, document requirements, optimize processes, and support delivery of business and technology solutions. This role serves as a liaison between process owners, end users, developers, administrators, architects, and project teams to ensure solutions are aligned with organizational priorities, governance standards, and operational objectives. The Business Analyst facilitates discovery sessions, translates business needs into user stories and acceptance criteria, supports testing and adoption, and contributes to continuous improvement of workflows, processes, reports, dashboards, and business capabilities.

Essential Functions:

Job Specific Responsibilities:

·         Facilitate requirements gathering sessions, interviews, and workshops with stakeholders to understand business needs, pain points, process gaps, and desired outcomes.

·         Translate business needs into clear functional requirements, user stories, acceptance criteria, process flows, and solution documentation for configuration, development, and implementation teams.

·         Analyze current-state and future-state processes and recommend improvements that support business objectives, automation, operational efficiency, and user experience.

·         Partner with administrators, developers, architects, integration teams, and business stakeholders to ensure requirements are understood, traceable, testable, and implemented as intended.

·         Support enterprise applications, business processes, workflow capabilities, reporting, analytics, and operational improvements as assigned.

·         Develop and maintain process documentation, business requirements, functional specifications, test scenarios, training materials, release notes, and operational support documentation.

·         Plan, coordinate, and support user acceptance testing, including test case development, defect triage, stakeholder validation, and business sign-off.

·         Assist with production support, enhancement intake, backlog refinement, prioritization, release readiness, and post-implementation adoption activities.

·         Create and maintain reports, dashboards, and metrics that support operational visibility, process performance, and continuous improvement.

·         Apply strong communication, facilitation, analytical, and problem-solving skills when working with technical teams, operational leaders, and end users.

·         Ensure solutions and process recommendations align with governance, security, compliance, change control, and organizational standards.

·         Stay informed on business analysis practices, technology capabilities, product releases, industry trends, and process improvement practices relevant to the organization.

·         Work effectively across multiple initiatives in an agile or hybrid delivery environment while maintaining quality, traceability, and stakeholder alignment.

·         Performs other duties as assigned

Patient Contact:

·         None - Indicates that the person in the position has no contact with the patient or the patient’s family relative to his or her care, treatment or service. Ex: All Director positions, all Information Services positions, Administrative Assistants.

Qualifications:

·         To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

Essential:

·         Bachelor’s degree; equivalent experience: Business Administration, Information Systems, Information Technology, Computer Science, Healthcare Administration, or a related field.

·         Or in lieu of a formal degree, equivalent years of experience demonstrated business analysis, ITSM, process improvement, or enterprise application experience may be considered.

Preferred:

·         Evidence of ongoing professional development in ITIL, agile delivery, business analysis, workflow design, process improvement, or enterprise applications.

Work Experience (Required):

·         At least 3 years’ Experience as a Business Analyst supporting enterprise applications, business processes, workflow automation, or technology implementations.

·         At least 2 years’ Experience gathering requirements, documenting current-state and future-state processes, writing user stories, and defining acceptance criteria.

·         At least 2 years’ Experience working with enterprise applications, business workflows, reporting, data, integrations, or operational process improvements.

·         At least 2 years’ Experience collaborating with developers, administrators, architects, process owners, and business stakeholders to deliver technology solutions.

·         At least 2 years’ Experience supporting testing activities, including test plans, test cases, user acceptance testing, defect triage, and business validation.

·         At least 2 years’ Experience working within agile, scrum, or hybrid delivery environments, including sprint planning, backlog refinement, demos, and retrospectives.

·         At least 2 years’ Experience facilitating stakeholder meetings, documenting decisions, communicating risks, and managing competing priorities.

·         At least 1 year Familiarity with ITIL practices, service management concepts, change control, release management, and operational support processes.

·         At least 1 year Experience creating reports, dashboards, process metrics, or operational analytics.

·         At least 1 year Experience developing training materials, job aids, user guides, release communications, or adoption support documentation.

·         At least 1 year Experience with healthcare, clinical applications, hospital operations, or regulated enterprise environments.

Licenses and Certifications:

·         Entry Certificate in Business Analysis (ECBA) - within 1 Year (Preferred)

Non-Management Skills Knowledge and Abilities

·         Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjust effectively to work within new work structures, processes, requirements, or cultures.

·         Use appropriate interpersonal styles to establish effective relationships with customers and internal partners; interact with others in a way that promotes openness and trust and gives them confidence in one's intentions.

·         Ensure that the customer perspective is a driving force behind business decisions and activities; craft and implement service practices that meet customers' and own organization's needs.

·         Develop and use collaborative relationships to facilitate the accomplishment of work goals.

·         Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions; use effective approaches for choosing a course of action or developing appropriate solutions; take action that is consistent with available facts, constraints, and probable consequences.

·         Take prompt action to accomplish objectives; take action to achieve goals beyond what is required; be proactive.

·         Deal effectively with others in an antagonistic situation; use appropriate interpersonal styles and methods to reduce tension or conflict between two or more people.

·         Effectively manage one's time and resources to ensure that work is completed efficiently.

·        Accomplish tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

·         Set high standards of performance for self and others; assume responsibility and accountability for successfully completing assignments or tasks; self impose standards of excellence rather than having standards imposed.

·         Assimilate and apply new job-related information in a timely manner.

·        Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Talent Groups is an equal opportunity employer that values diversity and inclusion. All qualified applicants will receive consideration without regard to protected characteristics. The listed compensation range represents a good-faith estimate and may vary based on experience, skills, education, certifications, market conditions, client budget, and location, in accordance with applicable pay transparency laws.