Senior Staff Business Systems Analyst

ServiceNow is a global market leader in innovative AI-enhanced technology, aiming to transform how organizations work. The Senior Staff Business Systems Analyst will facilitate requirements gathering, document customer journeys, and work with cross-functional teams to deliver digital transformation experiences.

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 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

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
• 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