CrowdStrikeRemote
Sr. Business Systems Analyst, ServiceNow AI and Automation (Remote)
United States of America
Full Time
3 days ago
$125,000 - $180,000 USD
No H1B
Key skills
ServiceNow platformServiceNow AI capabilitiesServiceNow Now Assist GenAIServiceNow Flow DesignerServiceNow orchestrationServiceNow Virtual AgentServiceNow CMDBServiceNow CSDMServiceNow Employee Center ProServiceNow Asset & Configuration ManagementAI technologies for workflow automationITSM best practicesITIL best practicesAgile methodologiesKanbanScrumServiceNow certificationsPerformance AnalyticsStakeholder engagementAIGenAIAnalyticsServiceNowSaaSAgileSDLCLeadershipCommunication
About this role
CrowdStrike is a global leader in cybersecurity, dedicated to stopping breaches with advanced AI-native technology. The Senior Business Systems Analyst will partner with stakeholders to implement AI-assisted and automated solutions on the ServiceNow platform, enhancing business outcomes and driving efficiency.
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
- Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes
- 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