Senior Business Systems Analyst

Summary

Join ServiceNow as a Sr. Business Systems Analyst and be at the forefront of building next-generation products and capabilities that transform customer and employee experiences. You will facilitate requirements gathering, perform gap analysis, and participate in end-to-end implementation planning. This role requires successfully navigating cross-functional stakeholders to execute change with a product mindset. You will document customer journeys, identify pain points, and forecast scalable solutions. Close collaboration with cross-functional teams, including development, UX design, and quality assurance, is essential for successful product delivery. You will also gather and analyze stakeholder feedback, iterate on product features, and participate in user acceptance testing.

Requirements

• 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
• 5+ years of experience as a Business Analyst with verifiable experience working directly with customers to improve their experiences
• 2+ years of Ariba Admin experience
• 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
• Assesses complex issues from multiple angles in order to get the complete picture, evaluates the potential consequences and implications of different options, identifies the underlying issues and root causes of problems, and incorporates new information and concepts when solving problems
• Exceptional problem-solving and analytical skills and a proven process of data-validated, hypothesis-driven, experiment-tested decisions; ability to tackle problems proactively and autonomously
• Experience business process optimization and scalability with CX platforms / solutions
• Ability to tell our digital transformation story to our top customers world-wide
• 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
• Deep curiosity about customer needs, along with building customer relationships and delivering high value solutions
• Experience completing multiple, complex technical projects
• Enjoyment working in a collaborative environment

Responsibilities

• 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 closely with cross-functional teams, including development, UX design, quality assurance, and operations, to ensure successful product delivery
• Foster effective communication and collaboration among team members
• 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
• Customer Feedback and Iteration: Gather and analyze stakeholder feedback to identify opportunities for product improvement
• Iterate on product features and enhancements to address stakeholders needs and pain points
• 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