Business Analyst

This is a contract, hybrid position based in Newport Beach, CA.

About the role

The Business Analyst will support defining a structured fraud logging capability in ServiceNow. The core of the role is analysis and design rather than platform build: gathering requirements, mocking up the fraud logging screen using benchmarking data from other life insurance companies, and documenting the end-to-end workflow in close collaboration with business subject-matter experts. The analyst will produce the requirements, screen mockups, and workflow documentation that the ServiceNow platform team will build against. The role also supports planning for the migration of historical fraud records from SharePoint into ServiceNow, defining the data requirements and mapping.

Responsibilities

• Hold working sessions and interviews with business SMEs and the extended divisional team to capture the functional and data requirements for fraud logging.
• Document the current-state fraud intake and logging process, including handoffs, roles, and the data captured today.
• Translate requirements into clear, prioritized user stories and acceptance criteria that a ServiceNow developer or platform team can build against.
• Define the fraud record data model — required vs. optional fields, categories, statuses, severity/priority logic, validation rules, and reporting needs.
• Research and gather reference data on how other life insurance companies capture and log fraud — the fields they track, screen layouts, categorization schemes, and workflow patterns.
• Use benchmarking to inform the target-state fraud logging screen: which fields to capture, how to group them, and how the intake experience should flow.
• Produce screen mockups/wireframes of the fraud logging interface for review and iteration with business SMEs, refining based on feedback.
• Annotate mockups with field-level definitions, behavior (required/conditional logic), and validation rules so they serve as a clear build specification.
• Map and document the target-state fraud logging workflow end to end — intake, triage, assignment, review, and closure.
• Capture roles, responsibilities, decision points, statuses, SLAs, and escalation paths.
• Produce process maps and supporting narrative documentation that align the workflow to the mocked-up screen design.
• Develop user-facing job aids and workflow guides for fraud loggers and reviewers.
• Inventory and profile existing fraud data in SharePoint (lists, libraries, spreadsheets, documents) with input from data owners.
• Build a source-to-target field mapping between the SharePoint data and the target ServiceNow fraud data model, including cleansing, standardization, and de-duplication rules.
• Define reconciliation and validation criteria to confirm completeness and accuracy of migrated records.
• Coordinate the migration approach with the ServiceNow platform team and document the plan, mapping, and audit trail.
• Maintain clear, version-controlled documentation of requirements, mockups, mappings, and decisions.
• Track risks, assumptions, issues, and dependencies (RAID) and escalate to leadership as needed.
• Coordinate across OR&R, the ServiceNow platform team, data owners, and information security/privacy stakeholders.
• Support user acceptance testing (UAT) by drafting test cases and helping run test cycles with fraud users.

Requirements

• 3+ years as a Business Analyst on system implementation, workflow, or process-design projects.
• Strong requirements elicitation and facilitation skills, with a track record of working closely with business SMEs.
• Demonstrated ability to produce screen mockups/wireframes and translate them into build-ready specifications (e.g., Figma, Lucid, Balsamiq, Visio, or similar).
• Process mapping and workflow documentation experience.
• Comfort with industry benchmarking/competitive research to inform design decisions.
• Data analysis proficiency (Excel required) for profiling and validating datasets.
• Ability to work with sensitive data under appropriate confidentiality, privacy, and access controls.

Skills

Primary: Requirements gathering, business analysis, wireframes, analysis, insurance, ServiceNow, SharePoint, UAT

Secondary (nice to have):

• Understanding of ServiceNow Case Management, IRM/GRC, or workflow-based platforms (hands-on configuration experience not required).
• Experience supporting fraud investigations, SIU teams, insurance fraud operations, AML, compliance, sanctions, or operational risk organizations.
• Experience documenting source-to-target mappings and understanding of SharePoint lists, libraries, and data migrations.
• Experience creating test cases and end-user job aids.
• Familiarity with audit controls, data governance, confidentiality requirements, and regulated environments.

Pay

The pay range for this position is $60.00 - $60.00/hr. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

If eligible, the benefits available for this temporary role may include:

• Medical, dental, and vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)