IT Process Analyst

Company Overview:

NationsBenefits is recognized as one of the fastest growing companies in America and a 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, reduce costs, and bring value to their members.

Through our comprehensive suite of innovative supplemental benefits, fintech payment platforms, and member engagement solutions, we help health plans deliver high-quality benefits to their members that address the social determinants of health and improve member health outcomes and satisfaction.

Our compliance-focused infrastructure, proprietary technology systems, and premier service delivery model allow our health plan partners to deliver high-quality, value-based care to millions of members.

We offer a fulfilling work environment that attracts top talent and encourages all associates to contribute to delivering premier service to internal and external customers alike. Our goal is to transform the healthcare industry for the better! We provide career advancement opportunities from within the organization across multiple locations in the US, South America, and India.

Position Summary:

The IT Business Process Analyst is responsible for driving process optimization, service quality, and operational excellence across the IT organization. This role applies ITIL, Lean, and Six Sigma methodologies to streamline workflows, eliminate waste, reduce variability, and enhance the overall performance of IT services.

Serving as a key interface between IT and business units, the analyst ensures IT services are predictable, standardized, customer-focused, and continuously improved. The ideal candidate has strong analytical capabilities, exceptional communication skills, and a proven ability to transform complex operational challenges into measurable, repeatable solutions.

Key Responsibilities:

Service Management & Process Optimization (ITIL)

Evaluate and improve IT processes across the ITIL service lifecycle (Incident, Request, Problem, Change, Asset, Knowledge).

Conduct end-to-end process mapping, gap analysis, and workflow redesign to ensure consistency and adherence to ITIL best practices.

Drive Continual Service Improvement (CSI) initiatives, including the development of KPIs, performance baselines, and trend analysis.

Align IT processes with business outcomes to improve service reliability, responsiveness, and stakeholder satisfaction.

Develop and maintain IT process documentation, SOPs, and service catalogs.

Lean & Six Sigma-Based Efficiency Improvements

Apply Lean principles to identify and eliminate waste, improve cycle time, and increase throughput in IT workflows.

Use Six Sigma tools (e.g., SIPOC, fishbone, Pareto, RCA, DMAIC) to resolve recurring quality issues and reduce incident variability.

Conduct root cause analysis (RCA) and drive corrective/preventive action plans (CAPA).

Support automation and digitization of manual tasks using workflow automation tools.

Cross-Functional Collaboration & Business Partnership

Act as a liaison between IT and business units to capture requirements, understand process pain points, and improve service alignment.

Facilitate collaboration between service owners, technical teams, and business stakeholders.

Communicate process changes, service updates, and improvement initiatives clearly and effectively.

Support business readiness, training, and change adoption for new or updated IT processes.

Quality Control & Service Performance

Implement quality assurance checks for IT processes, service requests, onboarding/offboarding, and vendor interactions.

Monitor service performance through KPIs, OKRs, dashboards, and SLA reports.

Develop visibility tools for leadership, including performance metrics, trend reports, and continuous improvement insights.

Ensure process compliance with regulatory and audit requirements (HIPAA, HITRUST, PCI, SOC2).

IT Operations Support & Governance

Oversee IT ticket queue governance to ensure prioritization and SLA adherence.

Maintain and optimize IT asset management processes (hardware, software, licenses).

Support change management by assisting with impact assessments, communication, and validation steps.

Assist in vendor and contract management activities to support procurement, invoicing, and performance tracking.

Qualifications:

Required

Bachelor s degree in IT, Business, Engineering, or related field, or equivalent experience.

2 4 years in IT operations, service management, or process analysis role.

Experience with ITIL frameworks, Lean methodologies, or continuous improvement practices.

Familiarity with ITSM tools (Jira, ServiceNow, Cherwell, Freshservice).

Strong analytical, process mapping, and documentation skills.

Proficiency in Microsoft 365 (Excel, Teams, SharePoint).

Preferred

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, Jira Workflows, ServiceNow workflows, or scripting fundamentals.

Experience in regulated industries (healthcare, finance, or insurance).

Soft Skills

Strong written and verbal communication skills.

Detail-oriented with excellent organizational and follow-through abilities.

Ability to work effectively with both technical and non-technical teams.

Strength in facilitating meetings, workshops, and collaborative problem-solving sessions.

Continuous improvement mindset with a proactive approach to surfacing and solving problems.