Business Analyst

Job Summary: Business Analyst - ServiceNow Integrated Success Program

The Business Analyst supporting the ServiceNow Integrated Success Program is responsible for driving requirements definition, process analysis, backlog readiness, documentation, and stakeholder alignment across the program's major workstreams, including the Self-Serve Agent using EmployeeWorks, and AI Ops Automation using NowAssist. This role works closely with the Program Manager, ServiceNow resources, business stakeholders, technology teams, and delivery partners to translate strategic outcomes into actionable requirements, user stories, acceptance criteria, process flows, testing artifacts, and decision-ready materials. The Business Analyst helps ensure that program scope, dependencies, risks, and success measures are clearly understood, documented, and traceable from discovery through delivery and value realization.

Requirements Discovery & Analysis

• Partner with business and technology stakeholders to elicit, clarify, and document functional and non-functional requirements across ServiceNow Integrated Success workstreams.
• Facilitate discovery sessions, workshops, and breakout discussions to understand current-state processes, pain points, automation opportunities, data needs, integrations, and target-state outcomes.
• Translate business needs into clear requirements, user stories, acceptance criteria, process flows, use cases, and backlog-ready artifacts.
• Ensure requirements are aligned to program objectives, approved scope, ServiceNow capabilities, governance expectations, and measurable business outcomes.

Backlog, Delivery & Sprint Readiness

• Support backlog creation, refinement, prioritization, and grooming in partnership with Product Owners, ServiceNow delivery resources, technical consultants, and program leadership.
• Maintain traceability between business objectives, requirements, user stories, test scenarios, decisions, risks, and delivered capabilities.
• Identify dependencies, open questions, and readiness gaps that may affect sprint planning, configuration, testing, release timing, or stakeholder adoption.
• Coordinate with technical teams to validate feasibility, clarify design assumptions, and ensure business requirements are understood before build activities begin.

Cross Functional Engagement

• Engage internal teams and external partners across HR, McKesson Technology, and ServiceNow delivery teams.
• Facilitate alignment across stakeholders on business process design, operating model impacts, intake logic, fulfillment paths, automation priorities, reporting needs, and release readiness.
• Document decisions, action items, assumptions, risks, issues, dependencies, and changes in a clear and structured manner.
• Support recurring program cadences by preparing materials for working sessions, backlog prioritization meetings, leadership reviews, and stakeholder updates.
• Support change readiness by documenting process impacts, operational handoffs, knowledge needs, training inputs, and adoption considerations.

Governance, Documentation & Reporting

• Maintain program documentation in the designated ServiceNow Integrated Success repository, ensuring artifacts are current, organized, and easy for stakeholders to reference.
• Support risk, issue, decision, action, and change tracking by providing timely updates and structured documentation.
• Prepare clear summaries, requirement packs, process documentation, status inputs, and decision materials for program leadership.
• Ensure analysis artifacts support governance, auditability, delivery transparency, and long-term value realization.

Success Measures

• Clear, complete, and actionable requirements documented for priority workstreams
• Backlog items are well-defined, prioritized, and ready for sprint planning
• Strong traceability from business outcomes to requirements, user stories, testing, and delivered capabilities
• Timely identification and documentation of risks, issues, dependencies, assumptions, and decisions
• Effective stakeholder alignment across business, technology, ServiceNow, and delivery partner teams

Key Competencies

• Proven experience as a Business Analyst supporting enterprise technology, ServiceNow, automation, ITSM, HR service delivery, or operational transformation initiatives.
• Strong requirements elicitation, analysis, documentation, and facilitation skills.
• Ability to translate complex business processes into user stories, acceptance criteria, process flows, and testable requirements.
• Experience supporting Agile delivery methods, backlog management, sprint readiness, UAT, and release readiness activities.