Business Analyst - IT Support Center

HealthPartners is hiring a Business Analyst - IT Support Center. 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.

The Business Analyst is responsible for identifying opportunities to simplify processes, expand automation, optimize self-service capabilities, and enhance the overall support experience across phone, chat, knowledge, and digital support channels. Collaborating closely with leaders, developers, and end users, this role helps shape product roadmaps, prioritize enhancements, define business requirements, and ensure successful delivery of technology solutions that align with organizational goals.

Success in this role requires a blend of business analysis, process improvement, service management, and platform expertise. The ideal candidate is naturally curious, data-driven, and passionate about leveraging technology to improve customer experiences, increase operational efficiency, and advance the maturity of IT support services.

Reporting to the Senior Manager of the Support Center, this position plays a key role in advancing HealthPartners' ServiceNow capabilities, Support Center processes, automation strategy, and digital support transformation initiatives.

Required Qualifications:

• 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. Additional experience with Employee Center, Virtual Agent, Catalog Management, or other ServiceNow modules is highly desirable. 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.

Preferred Qualifications:

• 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.
• Experience working in a healthcare or highly regulated environment.
• 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.

Hours/Location:

• M-F; core business hours
• 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.
• 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.

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.
• Gathers information regarding costs and resource availability for SRFs, mid-sized projects and issue resolution.
• Tracks, maintains, and retains documentation that supports the adherence to IT standards, processes, and procedures.
• Clarifies 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.
• Assists with business partner testing efforts and test plan creation, running programs and producing reports to enable business partners testing.