Sr Staff Business Systems Analyst

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: 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 FD21 Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.