Senior Staff Business Systems Analyst

At ServiceNow the Business Systems Analysis team is  focused on how our internal systems support business processes. We work with key stakeholders to capture business and user requirements.  We meet with business partners to understand needs and pain points then translate those into clear requirements and user stories.  We make sure requirements are fully understood implemented correctly in the ServiceNow product or other systems and tested.

What you get to do in this role:   

• Facilitate requirements gatheringand process mapping gap analysis (as isfunctionality versus to befunctionality)
• Participate in end-to-end activitiesrelated to implementation planningincluding project management issuemanagement communication andchangemanagement
• Help personalize and humanize thecustomer experience while at thesame time accomplishing futurebusinessscalability
• Document the customer journeyand identify ways to improve existingcustomer pain points based onprocess optimization technologychange management or communication
• Help uncomplicate the workenvironment of tomorrow byforecasting scalable solutions andwhen they need to be ready to bedelivered to positivelyinfluence the customerjourney
• Work with the business designengineering and product teams tocreate digital transformationexperiences for team membersandcustomers
• Work based on Agile digitalexecution and communicate acrossmultiple cross teams to ensuresuccessful projectdelivery
• Translate your recommendations to seniorleadership to gain agreement affectchange and influence long termdigitalstrategies
• Help create customersolutions to affectorganizational transformational in theface of a digital-first newlandscape
• Participate in User Acceptancetesting and recommendimprovements.
• Build proofs-of-concept (POC)forpotential new solutionsandtechnologies by working with product management and engineering teams.

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• 12 years of experience as a BusinessAnalyst with verifiableexperience working directly withcustomers to improve theirexperiences
• Passion for technology and new ideasto improve the way people work usingour products and the possibilities thatcome from building excellentcustomerexperiences
• Experience defining the customerexperience and personalizing the userjourney across a cloud fulfillmentecosystem
• Experience creating and improving processessolutions optimization and scalability
• Ability to tell our digital transformationstory to the wide audience
• Ability to determine thebest investments for thefuture
• Experience analyzing businesssituations and working within a group environment to provide efficient softwaresolutions
• Experienced in preparing as-is processdocumentation to-be processdocumentation and performingdetailed gapanalysis
• Experience completing multiplecomplex technical projects
• Should enjoy working in acollaborativeenvironment
• Experience designing optimizedcustomer experiences in either CSMCRM orHCM
• Expertise in guiding mentoring and providing direction to the team members
• Ability to contribute to several projects

FD21

For positions in this location we offer a base pay of $165500 - $289600 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time