[Hiring] IT Business Analyst @Children's Health

Role Description

The ServiceNow Business Analyst is responsible for partnering with business, clinical, operational, and Information Services stakeholders to analyze needs, document requirements, optimize processes, and support delivery of business and technology solutions. This role serves as a liaison between process owners, end users, developers, administrators, architects, and project teams to ensure solutions are aligned with organizational priorities, governance standards, and operational objectives. The Business Analyst facilitates discovery sessions, translates business needs into user stories and acceptance criteria, supports testing and adoption, and contributes to continuous improvement of workflows, processes, reports, dashboards, and business capabilities. ServiceNow Asset Management experience required and ServiceNow Application Portfolio Management (APM) is highly preferred.

Responsibilities

• Facilitate requirements gathering sessions, interviews, and workshops with stakeholders to understand business needs, pain points, process gaps, and desired outcomes.
• Translate business needs into clear functional requirements, user stories, acceptance criteria, process flows, and solution documentation for configuration, development, and implementation teams.
• Analyze current-state and future-state processes and recommend improvements that support business objectives, automation, operational efficiency, and user experience.
• Partner with administrators, developers, architects, integration teams, and business stakeholders to ensure requirements are understood, traceable, testable, and implemented as intended.
• Support enterprise applications, business processes, workflow capabilities, reporting, analytics, and operational improvements as assigned.
• Develop and maintain process documentation, business requirements, functional specifications, test scenarios, training materials, release notes, and operational support documentation.
• Plan, coordinate, and support user acceptance testing, including test case development, defect triage, stakeholder validation, and business sign-off.
• Assist with production support, enhancement intake, backlog refinement, prioritization, release readiness, and post-implementation adoption activities.
• Create and maintain reports, dashboards, and metrics that support operational visibility, process performance, and continuous improvement.

Qualifications

• At least 3 years Experience as a Business Analyst supporting enterprise applications, business processes, workflow automation, or technology implementations. Required
• At least 2 years Experience gathering requirements, documenting current-state and future-state processes, writing user stories, and defining acceptance criteria. Required
• At least 2 years Experience working with enterprise applications, business workflows, reporting, data, integrations, or operational process improvements. Required
• At least 2 years Experience collaborating with developers, administrators, architects, process owners, and business stakeholders to deliver technology solutions. Required
• At least 2 years Experience supporting testing activities, including test plans, test cases, user acceptance testing, defect triage, and business validation. Required
• At least 2 years Experience working within agile, scrum, or hybrid delivery environments, including sprint planning, backlog refinement, demos, and retrospectives. Required
• At least 2 years Experience facilitating stakeholder meetings, documenting decisions, communicating risks, and managing competing priorities. Required
• At least 1 year Familiarity with ITIL practices, service management concepts, change control, release management, and operational support processes. Required
• At least 1 year Experience creating reports, dashboards, process metrics, or operational analytics. Required
• At least 1 year Experience developing training materials, job aids, user guides, release communications, or adoption support documentation. Required
• At least 1 year Experience with healthcare, clinical applications, hospital operations, or regulated enterprise environments. Required

Education

• Bachelors Degree Essential Business Administration, Information Systems, Information Technology, Computer Science, Healthcare Administration, or a related field. or Equivalent Experience in lieu of degree Essential In lieu of a formal degree, equivalent years of experience demonstrated business analysis, ITSM, process improvement, or enterprise application experience may be considered.
• Preferred Evidence of ongoing professional development in ITIL, agile delivery, business analysis, workflow design, process improvement, or enterprise applications.

Licenses and Certifications

• At least one of the following:
• IAITAM Certified Hardware Asset Management Professional (CHAMP)
• IAITAM Certified Software Asset Manager (CSAM)
• ServiceNow Certified Implementation Specialist – Hardware Asset Management (CIS-HAM)
• ServiceNow Certified Implementation Specialist – Software Asset Management (CIS-SAM)

Benefits

• Employee portion of medical plan premiums are covered after 3 years.
• 4%-10% employee savings plan match based on tenure.
• Paid Parental Leave (up to 12 weeks).
• Caregiver Leave.
• Adoption and surrogacy reimbursement.