iTech AG

ServiceNow Business Analyst (351)

iTech AG  •  Arlington, VA (Onsite)  •  14 days ago
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Job Description

 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. 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 
  • 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 with ServiceNow ITSM, CRM, or CSM 
  • Experience supporting healthcare payer or federal program operations 
  • Experience supporting greenfield implementations and organizational change initiatives
iTech AG

About iTech AG

iTech AG helps organizations streamline operations by transitioning legacy systems, processes, and workflows into modern platforms through innovative technology solutions.

Founded in 2008, iTech AG is a technology consulting firm that helps federal, state, and commercial organizations achieve better, faster, and more predictable results. Using a wide range of customized and innovating solutions, we modernize our customers' systems and processes to help them unlock their true potential.

Services we provide include:

• Field Service, Facilities and Asset Management

• Grants and Case Management

• Data Integration and Analytics

• Enterprise Portfolio Management

• Integrated IT Operations

• Business and Digital Transformation

In the past, we’ve completed numerous large-scale projects for our customers, including:

• Moving 80,000 users over to Office 365

• Building a Supply Chain Asset Management system that manages over 21,700 tons of commodities every quarter

• Rationalizing, migrating, and modernizing or retiring over 14,000 applications and databases

• Supporting and maintaining over $62 million of federal IT budget

Industry
IT & Software
Company Size
51-200 employees
Headquarters
Arlington, VA
Year Founded
2008
Website
itechag.com
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