Summary

As a Senior Business Analyst - ServiceNow at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.

The ServiceNow Business Analyst role is primarily responsible for business customer engagement and delivery of the ServiceNow Platform functionality to support IT Service Management (ITSM) program execution.  This includes being a close interpersonal liaison with the business and development team to meet the organization’s ITSM strategy and tracking of services delivered.

Your role in our mission

Play a critical part in ensuring Gainwell is meeting our clients’ objectives in important areas.

• Acts as a liaison with the business to deliver ITSM supports processes and enhancements within the Platform.
• Facilitates meetings to gather input, process requirements into stories and feedback from stakeholders at all levels on process performance.
• Suggests test scenarios and creates draft unit test plan and executes test plans to the requirements of users.
• Collaborates and owns the relationship with stakeholders across the organization including service and process managers to ensure synergy of processes and procedures between support groups.
• Performs operational and/or administrative activities on the Platform including Process Coordination, Facilitation and Training.
• Documents process requirements from process owners and key stakeholders, documents acceptance criteria, conducts test results against acceptance criteria, and prepares release notes and documentation.
• Identify opportunities to refine day-to-day business processes and technologies to mitigate business continuity risk.
• Promotes the ITSM process, educates peers and drive continual improvement use of Platform.

What we're looking for

Minimum Required Education:

• Bachelor's Degree in Computer Science, Information Systems, Business Management or related discipline.

Minimum Required Experience: 

• 3+ years of experience in supporting ITIL processes (Business or IT)
• 2+ years of experience using an ServiceNow Platform
• 2+ years of experience project management and/or onboarding ITSM services
• 2+ years of experience in working with Agile
• Knowledge of ITIL / ITSM Best Practices
• Story creation and collaboration with customer on business requirement gathering
• Validates the application functionality built by Developer(s) and the System Administrator prior to promoting configuration into production

Preferred Certifications and Training

• One or more of the following certifications: ITIL, ISO20000, COBIT, Six Sigma, Project Management
• ServiceNow certification desired:  Certified Systems Administrator (CSA)
• Agile Development experience and training
• Experience successfully implementing processes leveraging the ITSM framework
• Experience developing and delivering metrics and reporting

What you should expect in this role

• Fully remote options from continental US locations only
• Office hours are 8a-5p, eastern time.
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• The deadline to submit applications for this posting is October 23, 2025

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