Business Analyst, ServiceNow - HealthStream, Inc

HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter.

HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare's #1 platform. We streamline everyday tasks while improving performance, engagement, and safety - fostering a workplace where people flourish, and care thrives.

Why Join Us

At HealthStream, you'll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive.

Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care - a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry.

We're proud of our values-forward culture that offers our people:

• Mission-oriented work
  
• Diverse and inclusive culture
  
• Competitive Compensation & Bonuses
  
• Comprehensive Insurance Plans
  
• Mental and Physical Health Support
  
• Work-from-home flexibility
  
• Fitness Center Reimbursements
  
• Streaming Good time off for volunteering
  
• Wellness workshops
  
• Buddy Program for new HealthStreamers
  
• Collaborative work environment
  
• Career growth opportunities
  
• Continuous learning opportunities
  
• Inspiring workspaces to collaborate and connect with other HealthStreamers
  
• Free employee parking at our Resource Centers in Nashville, Boulder and San Diego
  

At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN, Boulder, CO, and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration.

We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.

Position Information

Position Overview

As a ServiceNow Business Analyst at HealthStream, you will play a pivotal role in bridging the gap between business requirements and technical solutions on the ServiceNow platform, ensuring alignment with organizational objectives and stakeholder needs.

You will be responsible for gathering, analyzing, and documenting business requirements, translating them into functional specifications, and facilitating their implementation within the ServiceNow environment. You will collaborate closely with stakeholders, including business users, developers, and system administrators, to understand their needs, clarify requirements, and drive consensus on solution designs. Your primary focus will be on optimizing business processes, enhancing system functionality, and delivering solutions that improve operational efficiency and user experience. With your commitment to continuous improvement and adherence to development best practices, you will drive innovation, foster collaboration, and ensure the successful delivery of ServiceNow solutions that meet or exceed business expectations.

Join the Enterprise Services Management (ESM) team and be instrumental in driving digital transformation and unlocking the full potential of HealthStream's ServiceNow platform to drive business success.

Key Responsibilities

You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.

Leadership

• Adapts to changing project requirements and priorities, remaining flexible and open to new ideas and approaches.
  
• Ability to analyze complex business processes and requirements, identifying opportunities for improvement and innovation.
  
• Applies critical thinking and problem-solving skills to address business challenges and recommend practical solutions within the ServiceNow platform.
  
• Collaborates with cross-functional teams, including developers and end-users, to ensure business requirements are achieved and solutions are successfully implemented.
  
• Communicates effectively with stakeholders to elicit, document, and validate business requirements, ensuring alignment between business needs and technical solutions.
  
• Demonstrates strong attention to detail when documenting requirements, conducting testing, and validating solutions to ensure accuracy and quality.
  
• Maintains comprehensive documentation of system configurations, processes, and procedures to support knowledge sharing and ensure system integrity.
  
• Possesses a deep understanding of the ServiceNow platform, including its architecture, configuration, and administration capabilities.
  
• Strives for continuous improvement in processes, methodologies, and tools, seeking opportunities to enhance efficiency and effectiveness in ServiceNow projects.
  

• Adapts to changing project priorities and operational requirements, remaining flexible and proactive in addressing emerging issues and challenges.
  
• Applies analytical thinking to troubleshoot and resolve operational issues within ServiceNow, identifying root causes and proposing effective solutions.
  
• Communicates effectively with stakeholders to convey operational issues, proposed solutions, and project updates in a clear and concise manner.
  
• Conducts thorough analysis of business requirements to identify operational gaps and opportunities for improvement within the ServiceNow platform.
  
• Collaborates with cross-functional teams, including developers, administrators, and end-users, to troubleshoot and resolve operational issues in ServiceNow projects.
  
• Maintains detailed documentation of operational processes, configurations, and troubleshooting procedures to support knowledge sharing and future reference.
  
• Performs comprehensive system testing to identify and validate operational issues, ensuring solutions meet business needs and technical requirements.
  
• Stays updated on ServiceNow updates, best practices, and industry trends, continuously enhancing skills and knowledge to improve operational efficiency and effectiveness.
  

• Addresses conflicts and disagreements among stakeholders professionally and diplomatically, fostering a positive and constructive working environment.
  
• Articulates complex technical concepts and solutions in simple, non-technical language for stakeholders' understanding.
  
• Delivers training sessions and workshops on ServiceNow usage, best practices, and new features, adapting communication style to suit the audience's technical proficiency.
  
• Documents business requirements, functional specifications, and user stories clearly and comprehensively to guide development efforts.
  
• Collects feedback from end-users on ServiceNow usability, performance, and user experience, incorporating input into system enhancements and improvements.
  
• Collaborates effectively with stakeholders to elicit, clarify, and document business requirements for ServiceNow projects.
  
• Communicates upcoming changes to ServiceNow configurations, workflows, or features to end-users, ensuring smooth transition and adoption.
  
• Facilitates meetings, workshops, and discussions with stakeholders to gather requirements, resolve issues, and make decisions collaboratively.
  
• Negotiates with stakeholders to reach consensus on project scope, timelines, and resource allocation, balancing competing priorities and interests.
  
• Solicits feedback from stakeholders on proposed solutions, process improvements, and project deliverables, incorporating input into roadmap plans.
  

Qualifications

Requirements

• A minimum of 2 years of experience in business analysis, preferably in the IT service management (ITSM) domain.
  
• Bachelor's degree in business administration, computer science, or a related field preferred.
  

• Certification in business analysis, such as Certified Business Analysis Professional (CBAP), or Certification in ServiceNow administration, such as Certified System Administrator (CSA), is highly desirable.
  

• Demonstrated commitment to continuous improvement, staying updated on industry trends, emerging technologies, and best practices in business analyst or ServiceNow development.
  
• Experience in agile methodologies like Scrum or Kanban, facilitating iterative development and continuous improvement.
  
• In-depth knowledge and understanding of business processes and requirements gathering methodologies.
  
• Proficiency in software tools for business analysis, such as Visio, Microsoft Excel, and Azure DevOps.
  

Qualifications

• Aptitude in conducting process analysis and optimization to identify opportunities for improvement and automation within workflows.
  
• Coordination and facilitation of UAT sessions with stakeholders to validate solutions and ensure alignment with business needs.
  
• Effective communication skills utilized in collaborating with stakeholders, facilitating workshops, and documenting requirements.
  
• Expertise in eliciting, documenting, and analyzing business requirements, ensuring alignment with organizational objectives.
  
• Development of comprehensive training materials and proficient delivery of training sessions to end-users on usage, best practices, and new features.
  
• Meticulous documentation of business requirements, functional specifications, user stories, and process flows to ensure clarity and comprehensiveness.
  
• Proficient collaboration with cross-functional teams, including developers and stakeholders, to ensure successful implementations and deployments.
  
• Skillful translation of business requirements into technical solutions.
  
• Strong analytical skills for evaluating business needs, identifying gaps, and proposing solutions.
  
• Adapting to changing project requirements, stakeholder feedback, and evolving business needs, remaining flexible and open to alternative approaches and solutions.
  
• Demonstrating empathy and understanding towards end-users and stakeholders, recognizing their perspectives, concerns, and challenges in adopting new technologies and processes.
  
• Eager to explore innovative technologies, trends, and best practices in ServiceNow and business analysis.
  
• Effectively managing time to prioritize tasks, meet deadlines, and deliver high-quality deliverables within project timelines.
  
• Exhibiting strong analytical skills, capable of understanding complex business processes and translating them into functional requirements.
  
• Maintaining a strong focus on client satisfaction, understanding their needs, expectations, and pain points to deliver solutions that meet their business objectives.
  
• Providing exceptional customer service to end-users, responding promptly to inquiries, issues, and requests, and ensuring their satisfaction with functionality and support.
  
• Strong attention to detail when gathering, documenting, and analyzing business requirements, ensuring accuracy and completeness in the documentation.
  

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance
  
• Paid Time Off
  
• Parental Leave
  
• 401k and Roth
  
• Flexible Spending Account
  
• Health Savings Account
  
• Life Insurance
  
• Short- and Long-Term Disability
  
• Medical Bridge Insurance
  
• Critical Illness Insurance
  
• Accident Insurance
  
• Identity Protection
  
• Legal Protection
  
• Pet Insurance
  
• Employee Assistance Program
  
• Fitness Reimbursement
  

Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare.