ServiceNow Business Analyst (351)
iTech AG · Remote , Arlington, Virginia · Posted May 15, 2026
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OVERVIEW
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