Sr Staff Business Systems Analyst
ServiceNow · Posted Oct 29
Cloud-based workflow automation and artificial intelligence platform services
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About the role
ServiceNow is a cloud platform company whose products support digital workflows and customer experiences. This role sits within a business systems and digital transformation function, focused on customer journey design across CSM, CRM, and HCM ecosystems. The Senior Staff Business Systems Analyst will gather requirements, map processes, perform gap analysis, build proofs-of-concept, and work with business, design, engineering, and product teams to deliver scalable customer solutions.
What you will do
- Facilitate requirements gathering and process mapping workshops. Perform gap analysis (as is functionality versus to be functionality)
- Participate in end-to-end activities related to implementation planning including project management, issue management, communication and change management
- Help personalize and humanize the customer experience while at the same time accomplishing future business scalability
- Document the customer journey and identify ways to improve existing customer pain points based on process optimization, technology, change management, or communication
- Help uncomplicate the work environment of tomorrow by forecasting scalable solutions and when they need to be ready to be delivered to positively influence the customer journey
- Work with the business, design, engineering, and product teams to create digital transformation experiences for team members and customers
- Work based on Agile digital execution and communicate across multiple cross teams to ensure successful project delivery
- Translate your recommendations to senior leadership to gain agreement, affect change and influence long term digital strategies
- Help create customer solutions to affect organizational transformational in the face of a digital-first new landscape
- Participate in User Acceptance testing and recommend improvements.
- Build proofs-of-concept (POC) for potential new solutions and technologies by working with product management and engineering teams.
Skills used in this role
What the employer is looking for
- 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 AI's potential impact on the function or industry.
- 12+ years of experience as a Business Analyst with verifiable experience working directly with customers to improve their experiences
- Passion for technology and new ideas to improve the way people work using our products and the possibilities that come from building excellent customer experiences
- Experience defining the customer experience and personalizing the user journey across a cloud fulfillment ecosystem
- Experience creating and improving processes solutions optimization and scalability
- Ability to tell our digital transformation story to the wide audience
- Ability to determine the best investments for the future
- Experience analyzing business situations and working within a group environment to provide efficient software solutions
- Experienced in preparing as-is process documentation, to-be process documentation, and performing detailed gap analysis
- Experience completing multiple, complex technical projects
- Should enjoy working in a collaborative environment
- Experience designing optimized customer experiences in either CSM, CRM, or HCM
- Expertise in guiding, mentoring and providing direction to the team members
- Ability to contribute to several projects
Benefits and support
- Compensation and benefits are detailed in the job posting
About ServiceNow
ServiceNow provides an end-to-end cloud-based platform and workflow automation solutions that help enterprises digitize and unify operations. Its platform leverages artificial intelligence and machine learning to streamline IT service management, customer service, and business processes.
- Industry
- Software Development
- Company size
- 10001+ employees
- Founded
- 2004
- Location
- Santa Clara, California, USA
- Funding stage
- Public Company
Funding
Public Company · $4.08B raised
- 2026-04-17Post IPO Debt$4.00B
Leadership
Chairman and Chief Executive Officer
President and Chief Financial Officer
President, Chief Product Officer and Chief Operating Officer
Chief Technology Officer and EVP, DevOps
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