Business Analyst – IT Support Center

About the role

The Business Analyst drives the continuous evolution of the technology, processes, and digital experiences that support our employees and customers. This role serves as a strategic partner between Support Center operations, ServiceNow platform teams, and business stakeholders, helping transform business challenges into scalable solutions that improve service delivery and operational performance.

Responsibilities

• Develops technical specifications in alignment with defined functional requirements.
• Interprets and documents business partner needs into functional requirements.
• Reviews application problems: informing IT's business partners of status and expected resolutions.
• Serves as a liaison between business partners and application development team members to analyze, document and validate functional requirements.
• Designs screens, reports, and dataflow to align with business needs.
• Documents and tracks business application request lifecycles; ensuring priorities, changes and issues are managed for IT application development.
• Tracks, maintains, and retains documentation that supports the adherence to IT standards, processes, and procedures.
• Clears and documents process, policy, and/or procedural changes for development staff and for IT business partners.
• Ensures that the appropriate approvals and documentation for change control and problem management are retained.
• Provides training, documentation, and support for IT’s business partners for system changes and/or new developments.
• Documents data flows through applications; demonstrating system functionality.
• Creates and executes test plans for small to mid-sized system changes.
• Affords assistance with business partner testing efforts and test plan creation, running programs and producing reports to enable business partners testing.

Requirements

• Bachelor's degree in Business Administration, Information Systems, Computer Science, Healthcare Informatics, or a related field; or equivalent combination of education and experience.
• Two (2) or more years of Business Analyst, Systems Analyst, Process Analyst, or related experience.
• Experience with ServiceNow, with strong preference for ITSM and Knowledge Management expertise.
• Broad ServiceNow platform experience is a plus.
• Experience gathering, documenting, and validating business and functional requirements.
• Experience translating business needs into technical requirements and user stories.
• Knowledge of IT Service Management (ITSM) principles and support center operations.
• Experience participating in software testing, user acceptance testing (UAT), and validation activities.
• Strong analytical, problem-solving, and critical-thinking skills.
• Demonstrated ability to prioritize competing requests and manage multiple initiatives simultaneously.
• Experience working with cross-functional teams, business stakeholders, and technical teams.
• Strong written and verbal communication skills, including process documentation and presentation development.
• Proficiency with Microsoft Office products, including Excel, Word, PowerPoint, and Teams.
• Experience documenting workflows, process maps, and business procedures.
• Ability to analyze data and identify trends, opportunities, and process improvement recommendations.

Qualifications

• Preferred qualifications include:
• Experience supporting an IT Support Center, Help Desk, Service Desk, or Customer Support organization.
• Knowledge of ITIL frameworks and service management best practices.
• Experience with workflow automation and continuous improvement initiatives.
• Experience creating reports, dashboards, and performance metrics.
• Knowledge of Agile, Scrum, or other project delivery methodologies.
• Experience supporting chatbot, self-service, or digital support channel enhancements.
• Familiarity with reporting and analytics tools such as Power BI or ServiceNow Performance Analytics.
• Experience leading small-to-medium process improvement or technology implementation efforts.
• ServiceNow Certified System Administrator (CSA) or other ServiceNow certifications preferred.

Pay

This position is eligible for remote work; however, local candidates are strongly preferred, as occasional onsite attendance may be required for team meetings, workgroup sessions, and other collaborative activities.

Schedule

This role primarily supports operations between 7:00 a.m. and 5:00 p.m. Occasional flexibility outside of normal business hours may be required to support project implementations, system deployments, and go-live activities.