IT Business Process Analyst

Responsibilities

• Evaluate and improve IT processes across the ITIL service lifecycle, including Incident, Request, Problem, Change, Asset, and Knowledge management.
• Conduct end-to-end process mapping, gap analysis, and workflow redesign to ensure consistency and adherence to best practices.
• Drive Continual Service Improvement (CSI) initiatives by developing KPIs, performance baselines, and trend analysis.
• Apply Lean principles and Six Sigma tools (e.g., DMAIC, RCA, Pareto) to eliminate waste, reduce variability, and resolve recurring quality issues.
• Act as a liaison between IT and business units to capture requirements and improve service alignment.
• Monitor service performance through dashboards and SLA reports to ensure compliance with regulatory requirements like HIPAA and SOC2.
• Oversee IT ticket queue governance and optimize IT asset management processes.

Requirements

• Bachelor's degree in IT, Business, Engineering, or a related field.
• 2–4 years of experience in IT operations, service management, or a process analysis role.
• Practical experience with ITIL frameworks, Lean methodologies, or continuous improvement practices.
• Familiarity with ITSM tools such as Jira or ServiceNow.
• Strong analytical, process mapping, and documentation skills.
• Proficiency in Microsoft 365 (Excel, Teams, SharePoint).

Preferred Qualifications

• ITIL Foundation certification or higher.
• Lean Six Sigma Yellow or Green Belt certification.
• Experience developing KPIs, dashboards, and performance metrics.
• Knowledge of automation tools such as Power Automate or Jira Workflows.
• Experience working within regulated industries such as healthcare, finance, or insurance.

About the Company

NationsBenefits is a fast-growing Healthcare Fintech provider of supplemental benefits, flex cards, and member engagement solutions. We partner with managed care organizations to provide innovative healthcare solutions that drive growth, improve outcomes, and reduce costs. Our mission is to transform the healthcare industry by addressing the social determinants of health through proprietary technology and a premier service delivery model.