Senior Staff Business Systems Analyst

<p>At ServiceNow the Business Systems Analysis team is&#xa0; focused on how our internal systems support business processes. We work with key stakeholders to capture business and user requirements.&#xa0; We&#xa0;meet with business partners to understand needs and pain points, then translate those into clear requirements and user stories.&#xa0; We&#xa0;make sure requirements are fully understood, implemented correctly in the ServiceNow product or other systems, and tested.</p><p><strong>What you get to do in this role:&#xa0;&#xa0;</strong>&#xa0;</p><ul><li>Facilitate requirements gathering and process mapping workshops. Perform gap analysis (as is functionality versus to be functionality)</li><li>Participate in end-to-end activities related to implementation planning including project management, issue management, communication and change management</li><li>Help personalize and humanize the customer experience while at the same time accomplishing future business scalability</li><li>Document the customer journey and identify ways to improve existing customer pain points based on process optimization, technology, change management, or communication</li><li>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</li><li>Work with the business, design, engineering, and product teams to create digital transformation experiences for team members and customers</li><li>Work based on Agile digital execution and communicate across multiple cross teams to ensure successful project delivery</li><li>Translate your recommendations to senior leadership to gain agreement, affect change and influence long term digital strategies</li><li>Help create customer solutions to affect organizational transformational in the face of a digital-first new landscape</li><li>Participate in User Acceptance testing and recommend improvements.</li><li>Build proofs-of-concept (POC) for potential new solutions and technologies by working with product management and engineering teams.</li></ul> <p><strong>To be successful in this role you have:</strong></p><ul><li>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.</li><li>12+ years of experience as a Business Analyst with verifiable experience working directly with customers to improve their experiences</li><li>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</li><li>Experience defining the customer experience and personalizing the user journey across a cloud fulfillment ecosystem</li><li>Experience creating and improving processes solutions optimization and scalability</li><li>Ability to tell our digital transformation story to the wide audience</li><li>Ability to determine the best investments for the future</li><li>Experience analyzing business situations and working within a group environment to provide efficient software solutions</li><li>Experienced in preparing as-is process documentation, to-be process documentation, and performing detailed gap analysis</li><li>Experience completing multiple, complex technical projects</li><li>Should enjoy working in a collaborative environment</li><li>Experience designing optimized customer experiences in either CSM, CRM, or HCM</li><li>Expertise in guiding, mentoring and providing direction to the team members</li><li>Ability to contribute to several projects</li></ul><p>&#xa0;</p><p>FD21</p><p>For positions in this location, we offer a base pay of $165,500 - $289,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnin ... (truncated, view full listing at source)