IT Business Analyst

Job#: 3048291 Job Description: Posting Title: IT Business Analyst Career Level: P3 Service Area: OpEx & Gov IT Business Analyst About The Role McKesson is seeking an IT Business Analyst to provide day-to-day oversight of the Service Operating Model application and coordinate SOM updates across teams. This role ensures requests are complete, approved, accurately reflected in the SOM, and successfully propagated to connected platforms through established and largely automated workflows. The role is operational and analytical rather than a solution architecture position. The successful candidate will manage intake, validate data, monitor workflow outcomes and exceptions, coordinate stakeholders, maintain process documentation, and identify opportunities to improve the reliability and efficiency of SOM governance. What You'll Do Oversee the SOM application and serve as the primary point of coordination for routine operational needs, issues, and enhancements. Manage SOM change requests from intake through review, approval, implementation, and closure. Validate that requests contain the required business rationale, ownership, taxonomy, hierarchy, and supporting information before processing. Coordinate with Service Management, Service Area, platform, and data owners to ensure SOM changes are understood and completed across teams. Monitor automated workflows and downstream updates, investigate exceptions, and coordinate resolution with the appropriate system or process owner. Maintain data quality by identifying incomplete, inconsistent, duplicated, or outdated SOM information and driving corrective action with accountable owners. Track request status, approvals, aging, dependencies, service levels, and recurring failure patterns; provide clear operational reporting and insights. Maintain business process documentation, job aids, governance procedures, data definitions, and control evidence. Support user acceptance testing for SOM application enhancements, workflow changes, and integrations. Partner with product, engineering, platform, and architecture teams when a request requires a policy decision, design decision, or material change to the SOM application. Recommend practical process, workflow, reporting, and automation improvements based on operational trends and user feedback. Provide stakeholder guidance on the SOM intake and governance process without assuming ownership for source data or downstream platforms. Basic Requirements 4+ years of professional experience in business analysis, systems analysis, application operations, service management, data governance, process governance, or a related technology role. Bachelor's degree in Information Technology, Business, Computer Science, Engineering, or a related field, or equivalent experience. Experience managing operational workflows, intake processes, approvals, issue resolution, or application support processes. Experience documenting business processes, requirements, procedures, data definitions, decision points, and business rules. Experience validating data quality and working with business or technology owners to resolve gaps and inconsistencies. Ability to coordinate work across multiple teams, maintain clear status, and drive requests to completion through established governance processes. Strong analytical, organizational, written, and verbal communication skills. Ability to distinguish routine operational work from issues that require escalation, policy clarification, or technical design decisions. Preferred Skills/Experience Experience with service management, service taxonomy, service hierarchy, application portfolio, or operating model data. Familiarity with enterprise platforms such as LeanIX, ServiceNow, Planview, Workday, OneTrust, or similar workflow and system-of-record platforms. Experience monitoring automated workflows or integrations and coordinating exception resolution. Experience with reporting, dashboards, operational metrics, trend analysis, and service-level tracking. Experience supporting user acceptance testing, release readiness, or production validation. Working knowledge of data stewardship, governance controls, ownership models, and audit evidence. Familiarity with Agile delivery practices, product backlogs, stories, and acceptance criteria. Exposure to enterprise architecture or technology governance is helpful, but hands-on architecture design experience is not required. Travel / Work Environment / Physical Requirements May require occasional travel based on business needs. Hybrid or remote work arrangements may be available in accordance with business and team requirements. Ability to work effectively in a standard office or remote work environment and use typical business technology equipment. Industry Standard Keywords Business Analysis, Systems Analysis, Application Operations, Service Management, Data Governance, Data Stewardship, Process Governance, Workflow Management, Intake Management, Requirements Documentation, Business Process Documentation, Data Quality, Operational Reporting, Stakeholder Coordination, User Acceptance Testing, Issue and Exception Management, Continuous Improvement, LeanIX, ServiceNow. TA Screening Questions Standard Rating Scale (Use for All Questions) Rating Criteria 5 - Exceptional Provides a specific example with clear actions, measurable outcomes, strong ownership, and demonstrates advanced skills relevant to the role. 4 - Strong Provides a relevant example with clear actions and positive outcomes; demonstrates solid proficiency. 3 - Acceptable Provides a general example showing basic competency but limited detail, impact, or complexity. 2 - Limited Provides an incomplete example with unclear actions or outcomes; demonstrates minimal experience. 1 - Unsatisfactory Cannot provide a relevant example or demonstrates little to no applicable experience. Workflow and Intake Management Question: Tell me about a process or application intake workflow you managed from request through completion. How did you keep the work accurate and moving? Strong Answer Example: "In my previous role, I managed a governance intake process supporting multiple business teams. I reviewed requests for completeness, validated required data and ownership information, coordinated approvals, tracked dependencies, and monitored progress through implementation. When requests were delayed, I worked with the responsible teams to remove blockers and provided regular status updates. This improved turnaround times and reduced the number of incomplete requests entering the process." Weak Answer Example: "Requests came into a shared mailbox and I forwarded them to the appropriate team. Once assigned, I assumed someone else was handling them and did not track the outcome or validate whether the request was completed correctly." Data Quality and Stewardship Question: Describe a time when you identified inconsistent or incomplete operational data. How did you validate the issue and get it corrected? Strong Answer Example: "While reviewing operational data, I noticed ownership information was missing for several records. I compared the data against authoritative sources, worked with the responsible teams to validate the information, documented the discrepancies, and coordinated corrections. I also helped implement a validation step that reduced future data quality issues." Weak Answer Example: "I noticed some information looked incorrect, but I was not sure who owned it. I left it alone because I assumed someone else would eventually update it." Automated Workflow Monitoring Question: Tell me about a workflow or integration that was mostly automated. What was your role when it failed or produced an exception? Strong Answer Example: "I supported an automated workflow that synchronized information between multiple systems. When a failure occurred, I reviewed logs and workflow reports, identified whether it was a data issue or a technical issue, engaged the appropriate owner, and tracked the resolution through completion. I also documented recurring issues and worked with the team to reduce future exceptions." Weak Answer Example: "The process was automated, so I did not monitor it closely. If users reported something was wrong, I would send an email to IT and wait for an update." Stakeholder Coordination Question: Give an example of a request that required action from several teams. How did you clarify ownership and keep the request moving? Strong Answer Example: "I coordinated a request that required approvals and updates from multiple teams. I identified all stakeholders, documented responsibilities, tracked dependencies, communicated status regularly, and escalated issues when needed. The request was completed on schedule because everyone understood their role and deadlines." Weak Answer Example: "The request involved multiple teams, so we held recurring meetings until someone eventually completed the work. There was no clear ownership or tracking process." Continuous Improvement Question: What is an operational process, workflow, or report you improved? What changed as a result? Strong Answer Example: "I identified a reporting process that required significant manual effort and often produced inconsistent results. I worked with stakeholders to standardize inputs, automate portions of the workflow, and create a dashboard for visibility. The process became more reliable, reduced manual effort, and improved reporting accuracy." Weak Answer Example: "I thought the process could be better and suggested a few ideas in meetings, but I was not involved in implementing any changes or measuring the outcome." Honestly, these questions fit the actual SOM role much better than architecture questions. They test process ownership, governance discipline, stakeholder coordination, data stewardship, and operational execution, which sounds much closer to what Josh is asking this person to do. 1-Hour Panel Interview Guide Interview Panel: Hiring Leader (20 min) | Technical SME (20 min) | Business Stakeholder (15 min) | Candidate Questions & Wrap-up (5 min) Standard Rating Scale (Use for All Questions) Rating Evaluation Criteria 5 - Exceptional Provides a specific example, demonstrates leadership, strong judgment, measurable outcomes, and clear business impact. 4 - Strong Provides a relevant example with clear actions and positive outcomes. Demonstrates solid competency. 3 - Acceptable Demonstrates basic competency with a relevant example but limited detail or impact. 2 - Limited Provides incomplete examples or demonstrates limited practical experience. 1 - Unsatisfactory Unable to provide relevant examples or demonstrate required competency. Hiring Leader Interview (20 Minutes) Question 1: Operational Ownership Tell me about an application or operational process you were responsible for overseeing. How did you ensure the process remained accurate, reliable, and responsive to stakeholder needs? Strong Answer Clearly explains the application or process and the candidate’s responsibilities. Demonstrates ownership for monitoring, coordination, issue resolution, reporting, and follow through. Uses controls, metrics, or service expectations to manage performance. Distinguishes personal accountability from responsibilities owned by other teams. Weak Answer Equates oversight with personally completing every activity. Provides limited evidence of monitoring or follow through. Cannot explain how issues, exceptions, or stakeholder needs were managed. Question 2: Managing Ambiguity Describe a request where requirements were incomplete, unclear, or changing. How did you determine what was needed before the request moved forward? Strong Answer Clarified the business objective and expected outcome. Identified missing information, ownership, approvals, dependencies, or decision points. Documented requirements and validated them with the appropriate stakeholders. Escalated decisions when necessary rather than making unsupported assumptions. Weak Answer Processed the request despite known gaps. Waited for others to resolve the ambiguity without taking action. Made assumptions without validating them with stakeholders. Cannot explain how completeness or readiness was determined. Question 3: Influencing Without Authority Give an example of a time when you needed multiple teams to complete actions before a request or process could move forward. How did you gain alignment and maintain accountability? Strong Answer Clearly identified the required actions, owners, dependencies, and timing. Used data, business impact, and clear communication to build alignment. Maintained visibility into status and blockers. Used targeted escalation when necessary without taking over another team’s responsibilities. Weak Answer Relied entirely on leadership escalation. Took over work that belonged to another team. Used recurring meetings or repeated reminders without clarifying ownership. Allowed the request to stall without communicating the impact. Question 4: Continuous Improvement What is an example of an operational process, workflow, report, or control that you improved? Strong Answer Identified a specific inefficiency, recurring issue, control gap, or source of manual effort. Used operational data or stakeholder feedback to understand the problem. Implemented a practical and sustainable improvement. Demonstrated measurable or observable improvement in quality, timeliness, visibility, or effort. Weak Answer Suggested improvements but did not participate in implementation. Made changes without understanding the underlying problem. Cannot explain the result or how the improvement was measured. Focused only on creating additional process rather than improving outcomes. SOM / Application SME Interview (20 Minutes) Question 1: Workflow and Intake Management Walk us through a process or application intake workflow you managed from request through completion. How did you ensure requests were complete, approved, implemented, and closed? Strong Answer Defined the required intake information and completion criteria. Validated business rationale, ownership, data, approvals, and dependencies. Maintained visibility into request status, aging, blockers, and next actions. Confirmed the change was implemented correctly before closing the request. Weak Answer Focused only on receiving and forwarding requests. Processed incomplete requests without validation. Assumed completion once the request was assigned to another team. Did not track the request through implementation and validation. Question 2: Data Quality and Stewardship Describe a time when you identified incomplete, inconsistent, duplicated, or outdated operational data. How did you validate the issue and get it corrected? Strong Answer Used documented rules, authoritative sources, or accountable owners to validate the issue. Assessed the impact of the data problem on processes, reporting, or connected systems. Worked with the appropriate data owner to correct the information. Documented the correction and addressed recurring causes when appropriate. Weak Answer Changed the data without validating it with the accountable owner. Treated data quality as a one time cleanup exercise. Recognized the issue but took no action because another team owned the data. Cannot explain how accuracy was confirmed. Question 3: Automated Workflow and Exception Management Tell us about an automated workflow or system integration you supported. What was your role when the workflow failed or produced an exception? Strong Answer Monitored workflow status and expected outcomes. Gathered evidence and determined whether the issue involved data, process, access, or technology. Routed the issue to the correct owner with clear impact and supporting information. Tracked the issue through resolution and validated the final outcome. Used recurring exception trends to recommend process or control improvements. Weak Answer Assumed an automated process required no monitoring. Waited for users to report failures. Escalated broadly without gathering evidence. Attempted to resolve every technical issue personally rather than engaging the appropriate owner. Question 4: Business Process Documentation and Testing Tell us about a business process or application change you documented and tested. What artifacts did you create, and how did you validate that the change worked as intended? Strong Answer Documented the current process, future process, business rules, data requirements, roles, controls, and exceptions. Translated requirements into clear test scenarios and expected results. Included normal processing, exceptions, permissions, and downstream outcomes in testing. Documented defects, coordinated retesting, and confirmed readiness before release or closure. Weak Answer Documented only system screens or high level notes. Did not validate requirements with business or technology stakeholders. Tested only the standard path and did not consider exceptions or downstream impacts. Cannot connect testing results to the original business requirements. Business Stakeholder Interview (15 Minutes) Question 1: Translating Business Needs into Clear Requirements Describe a time when you partnered with nontechnical stakeholders to define requirements for an application, process, or data change. Strong Answer Demonstrates active listening and asks questions to clarify the underlying business need. Translates stakeholder needs into clear requirements, business rules, data needs, and acceptance criteria. Confirms ownership, approvals, dependencies, and expected outcomes. Validates the documented requirements with stakeholders before work proceeds. Weak Answer Documents the initial request without challenging or clarifying it. Uses overly technical language with business stakeholders. Focuses only on the requested system change without understanding the business objective. Cannot explain how stakeholder alignment was confirmed. Question 2: Balancing Competing Priorities Tell us about a time when multiple stakeholders had conflicting priorities. How did you manage the situation? Strong Answer Evaluated business impact, urgency, dependencies, risks, and established prioritization criteria. Made tradeoffs and constraints visible to the stakeholders. Facilitated a focused discussion that resulted in alignment or a clear decision. Escalated with documented options when stakeholder agreement could not be reached. Weak Answer Avoided the conflict or deferred the issue entirely to leadership. Prioritized based on stakeholder seniority or persistence. Attempted to satisfy every request without acknowledging capacity or dependencies. Cannot explain the basis for the final priority decision. Question 3: Stakeholder Guidance and Business Focus Describe a time when you helped stakeholders navigate a governed process they considered confusing or burdensome. How did you help them move forward while preserving the required controls? Strong Answer Explained the purpose and requirements of the process in clear business language. Helped the stakeholder understand what information, ownership, or approvals were needed. Preserved the required governance or control while finding a practical path forward. Used stakeholder feedback to improve instructions, job aids, or the process when appropriate. Weak Answer Bypassed the process to satisfy the stakeholder. Repeated policy language without helping the stakeholder understand what to do. Completed the stakeholder’s responsibilities rather than reinforcing ownership. Added unnecessary process without connecting it to business value or risk. Overall Candidate Assessment Rating Overall Recommendation 5 - Highly Recommended Exceptional architecture expertise, strong stakeholder influence, strategic thinking, and demonstrated business impact. 4 - Recommended Strong technical and business capabilities with proven success in similar environments. 3 - Consider Meets core requirements but may require development in one or more areas. 2 - Limited Fit Significant competency gaps relative to role expectations. 1 - Not Recommended Does Not Demonstrate The Required Experience, Skills, Or Behaviors. n tools. Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. © 2026 Everforth, Inc. All rights reserved. Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc. NYSE: EFOR 4400 Cox Road Suite 200 Glen Allen, Virginia 23060 Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). 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Oversee the Service Operating Model (SOM) application, managing change requests from intake through implementation and closure. Coordinate with stakeholders to ensure data quality, monitor automated workflows, and maintain process documentation.

Requires a Bachelor's degree and 4+ years of experience in business analysis, systems analysis, or data governance. Must have proven experience managing operational workflows, documenting business processes, and coordinating across multiple teams.

• On-demand training program • Certification prep • Technical and leadership courses/books/seminars • Certification discounts • Comprehensive benefits package

• Continuous ImprovementSouhaitée
• Analyse d’affairesSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Business Analysis
• Systems Analysis
• Application Operations
• Service Management
• Data Governance
• Process Governance
• Workflow Management
• Intake Management
• Requirements Documentation
• Business Process Documentation
• Data Quality
• Operational Reporting
• Stakeholder Coordination
• User Acceptance Testing
• Issue and Exception Management
• Continuous Improvement

• Technology
• Data & Analytics
• Consulting
• Management & Leadership
• Software

Formation minimale

Baccalauréat

Expérience minimale

5+ ans

Postuler avant le

30 sept. 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Mid-Senior level