Sr Business Systems Analyst

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

What you get to do in this role: 

• 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.

To be successful in this role you have:

• 5+ 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 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
• Experience completing multiple, complex technical projects
• Enjoyment working in a collaborative environment
• Experience designing optimized customer experiences in either CSM, CRM, or HCM
• Comfortable presenting solutions to large audiences and senior executives in person, virtual, and webinars
• A willingness to take on tasks that sometimes would fall outside of their scope
• Ability to develop applications that meets goals
• Enjoyment working with customers and gets gratification from building useful IT applications and solutions

FD21

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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