Business Analyst – Application Support (ServiceNow / FACETS) [

Role: Part-Time Business/Process Analyst (Help Desk Support)

Location: Remote

Hours: 20 hours per week

Start Date: ASAP

Duration: Long-term (ongoing support role)

Job Summary

Seeking a part-time Business/Process Analyst to support its BPAS (Business Process Automation Services) team. The ideal candidate will assist with user access requests, ticket creation, system provisioning, and process improvements. This role involves supporting internal applications such as FACETS and ServiceNow, ensuring efficient handling of help desk tickets, and coordinating with business and technical teams.

Responsibilities

• Create, manage, and track support tickets using ServiceNow.
• Provision user access and licensing requests for FACETS and related third‑party systems.
• Support business users with system issues, enhancements, and change requests.
• Follow established workflows for application access and system enhancements.
• Collaborate with business units (Claims, Enrollment, etc.) to understand requests and ensure proper documentation.
• Assist in identifying and documenting process improvements and change management initiatives.
• Communicate effectively with cross-functional teams and elevate issues as needed.

Required Skills & Experience

• 3+ years of experience in a help desk, service desk, or process analyst role.
• Familiarity with ticketing systems (ServiceNow preferred).
• Exposure to FACETS or similar healthcare administration platforms is a strong plus.
• Understanding of change management and business analysis principles.
• Strong written and verbal communication skills.
• Ability to work independently and handle multiple priorities in a remote setting.

Additional Information

• Fully remote position.
• Immediate start preferred.
• Collaborative team environment with direct interaction with business and technical leads.

Seniority level: Mid-Senior level

Employment type: Part-time

Job function: Information Technology

Industries: IT Services and IT Consulting