Sr. Business Systems Analyst, ServiceNow (Remote)

CrowdStrike is a global leader in cybersecurity, seeking a Senior Business Systems Analyst – ServiceNow to join its IT Service Management Office. The role involves partnering with stakeholders to align ServiceNow solutions with business outcomes, focusing on AI-assisted and automated solutions to enhance efficiency and user experience.

Responsibilities:

• Partner with business stakeholders to maintain a prioritized strategic roadmap, coordinating and executing enhancements and projects across the ServiceNow platform
• Translate business needs into scalable functional and technical requirements, with a strong focus on AI-assisted and automated workflows
• Design and enable automation using ServiceNow capabilities such as NOW Assist GenAI for Enterprise, Flow Designer, orchestration, Virtual Agent, decision logic, and platform integrations
• Define guardrails, acceptance criteria, and success metrics for automation and AI-assisted solutions
• Collaborate with developers and architects, guiding solution design without owning code delivery
• Own functional deliverables including process definition, requirements gathering, fit/gap analysis, functional design, testing, training, reporting, and continuous improvement
• Drive adoption of self-service and automation to reduce manual effort and improve end-user experience
• Ensure consistency and quality of automation-related data across ServiceNow and integrated systems
• Contribute to broader SMO priorities and leveraging core platform capabilities such as CMDB, CSDM, Employee Center Pro, Asset & Configuration Management, and related ServiceNow services

Requirements:

• Bachelor's degree (technical degree preferred)
• 10+ years of experience implementing, configuring, and administering SaaS business systems, with at least 4 years of ServiceNow experience
• Strong ServiceNow platform experience across multiple workflows (e.g., ITSM, HRSD, CSM, Employee Center)
• Demonstrated experience designing and implementing automation and self-service solutions on ServiceNow
• Ability to translate ambiguous business problems into pragmatic, automated solutions
• Comfort working with iterative, probabilistic outcomes (“good enough” solutions with tuning and improvement)
• Strong understanding of ITSM and ITIL best practices (Incident, Problem, Change, Knowledge, Configuration, Asset)
• Excellent stakeholder engagement, facilitation, and communication skills, including presenting to senior leadership
• Experience with Agile, Kanban, Scrum, or other SDLC methodologies
• Strong knowledge of the ServiceNow platform, ecosystem, and best practices
• Passion for creating a frictionless end-user experience
• Practical exposure to GenAI use cases (e.g., ServiceNow Now Assist, enterprise copilots, or internal AI tools)
• Experience designing AI-assisted workflows beyond basic chatbots
• Understanding of AI governance, risk, and responsible use (no data science expertise required)
• Understanding or knowledge of ServiceNow's AI Control Tower
• ServiceNow certifications (Administrator, Advanced Administrator, micro-certifications)
• Experience with Performance Analytics
• Knowledge of CMDB, CSDM, Employee Center Pro, Asset & Configuration Management
• ITIL Foundation v3 or higher