Business Analyst

Business Analyst – Demand Management / ServiceNow Position Summary Optomi, in partnership with a leading healthcare organization, is seeking a Business Analyst to support the optimization and modernization of its enterprise Demand Management process. This individual will evaluate the current-state intake process, partner directly with stakeholders and Demand Managers to identify pain points and bottlenecks, and help design a more efficient future-state process within ServiceNow. The ideal candidate brings strong business process analysis, requirements gathering, stakeholder engagement, and ServiceNow experience, with the ability to look beyond the existing process and recommend practical improvements. Healthcare experience is highly preferred, and exposure to AI, automation, or intelligent process improvement would be a significant plus. What the Right Candidate Will Enjoy Taking ownership of a highly visible process improvement and transformation initiative Evaluating an established process and bringing a fresh perspective to how it can be simplified and improved Working directly with stakeholders and Demand Managers across the organization Identifying opportunities to reduce bottlenecks and accelerate demand progression Helping design a more streamlined, scalable future-state Demand Management process Exploring opportunities to incorporate AI and automation into existing workflows Working at the intersection of business process, technology, and healthcare operations What Type of Experience the Right Candidate Will Have Strong Business Analyst background with experience evaluating and improving business processes Hands-on experience working with ServiceNow Experience with requirements gathering, stakeholder interviews, process discovery, and documentation Ability to analyze current-state workflows and translate findings into clear future-state recommendations Experience identifying unnecessary steps, required fields, bottlenecks, and other opportunities to simplify an intake or workflow process Strong stakeholder management skills with the ability to work across different business groups and personalities Prior experience within a healthcare environment Excellent written and verbal communication skills Ability to operate independently, ask thoughtful questions, and challenge existing processes when appropriate Exposure to AI, automation, or workflow optimization is a major plus What You'll Be Doing Support the centralization and optimization of the organization's Demand Management intake process Evaluate the existing process used to intake, route, research, approve, and reject demands within ServiceNow Review the current Demand Management form and identify opportunities to simplify fields, requirements, and workflow steps Meet with Demand Managers and other stakeholders to understand how the process operates today and where demands become delayed or stalled Gather and document business requirements, pain points, dependencies, and process gaps Assess opportunities to improve how requests are coordinated, evaluated, and progressed through governance Document current-state and future-state workflows Recommend a streamlined future-state process that improves request completeness, coordination, decision-making, and speed Look beyond the ServiceNow form itself to identify broader improvements to how Demand Managers interact with and manage incoming requests Partner closely with leadership and stakeholders throughout discovery, design, and process improvement efforts Identify potential opportunities to leverage AI and automation to reduce manual effort, improve efficiency, and accelerate the Demand Management lifecycle