This role serves as a ServiceNow Platform Business Analyst supporting enterprise-wide ServiceNow applications and workflows. The position partners closely with the ServiceNow Platform team, IT, and business stakeholders to ensure effective, standardized, and value-driven use of the ServiceNow Platform.

The Business Analyst is responsible for gathering and analyzing business requirements, translating them into functional specifications, supporting solution design, and driving continuous improvement initiatives within a dynamic healthcare environment. This role leverages data, process analysis, and platform capabilities to improve operational efficiency and business outcomes.

II. Principal Responsibilities and Tasks

The following statements describe the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities.

• Collaborate with stakeholders to gather, document, and validate business and functional requirements related to ServiceNow Platform applications (e.g., ITSM, ITOM, HRSD, CSM, SecOps, HAM, and custom applications).
• Facilitate discovery sessions and workshops to understand current-state processes, identify gaps, and define future-state workflows aligned with platform capabilities and governance standards.
• Translate business requirements into user stories, acceptance criteria, process flows, and functional design documentation to support development and configuration efforts.
• Partner with developers and solution architects to ensure proposed solutions align with business needs, technical standards, and platform best practices.
• Assist in prioritizing platform demand by assessing business impact, level of effort, risk, and strategic alignment.
• Perform process modeling and workflow analysis to identify automation opportunities and efficiency improvements.
• Analyze data to identify trends, root causes, and performance gaps; support development of KPIs, SLAs, and success metrics.
• Develop and maintain reports, dashboards, and data visualizations to provide actionable insights to stakeholders.
• Support system testing efforts including writing test cases, coordinating user acceptance testing (UAT), validating results, and documenting defects.
• Assist with platform upgrades and enhancements by validating functionality and ensuring business continuity.
• Prepare and maintain documentation including business requirements documents (BRDs), functional specifications, training materials, and operational procedures.
• Provide end-user support and training to promote effective adoption of ServiceNow solutions and integrations.
• Ensure platform configurations and workflows adhere to governance standards, compliance requirements, and organizational policies.
• Participate in periodic reviews and audits of platform processes and data quality.
• Stay informed on ServiceNow release updates and new features, identifying opportunities to enhance existing business processes.
• Provide recommendations to improve workflows, reporting, automation, and overall platform utilization

III. Education / Experience

Bachelors Degree in Business Administration, Information Systems, or a related field, or an equivalent combination of education and professional experience required.

Seven (7) or more years of experience in Information Technology within a large enterprise environment, including end-user support, report development, system analysis aligned to business requirements, ad-hoc data analysis, auditing, and Agile-based development and delivery.

Three (3) or more years of hands-on experience working with the ServiceNow platform as a Business Analyst or in a similar functional role supporting enterprise implementations.

Experience supporting or participating in ServiceNow implementations, enhancements, and platform upgrades preferred.

Experience in a healthcare setting is desirable.

IV. Knowledge, Skills, and Abilities

• Strong understanding of ITIL processes including Incident, Problem, Change, Configuration, Knowledge, and Request Management.
• Knowledge of the full project lifecycle, including requirements gathering, fit/gap analysis, solution design, build, testing, implementation, and stabilization.
• Experience working within Agile frameworks, including backlog management, user story development, and sprint-based delivery.
• Proficiency in Microsoft Office products, including Excel, PowerPoint, and Word.
• Strong analytical skills with the ability to interpret complex data sets and translate findings into actionable recommendations.
• Demonstrated problem-solving skills with attention to detail and accuracy.
• Excellent written and verbal communication skills, with the ability to engage effectively with stakeholders at all levels of the organization.
• Strong collaboration skills and the ability to work cross-functionally toward shared objectives, balancing diverse priorities and perspectives.
• Ability to manage multiple initiatives concurrently in a dynamic enterprise environment.