Senior Business Analyst - ServiceNow

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

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

• 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
  • Experience developing and delivering metrics, reporting, and dashboards

Certifications & experience that will set you apart

One or more of the following certifications:

• ITIL, ISO20000, COBIT, Six Sigma, Project Management
• ServiceNow certification desired: Certified Systems Administrator (CSA)

Experience:

• Agile Development experience and training
• Experience successfully implementing processes leveraging the ITSM framework

What you should expect in this role

• Fully remote options from Contiguous US locations only

• 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 May 14, 2026.

#LI-HC1

#LI-ServiceNow

#LI-Agile

#LI-Six Sigma certification

#LI-ITIL

#LI-ISO210000

#LI-Project Management

The pay range for this position is $69,400.00 - $99,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines "wages" and "wage rates" to include "all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.

Salary : $69,400 - $99,200