Business System Analyst : ServiceNow Platform

Business System Analyst : ServiceNow Platform Department: Engineering Team: Engineering Location: San Francisco, United States Type: Full-Time **About the Role** This role is responsible for leading end-to-end ServiceNow process transformation and optimization across ITSM, eGRC, and Physical Security domains. This individual partners closely with business sponsors and stakeholders to define current and future-state processes, identify gaps, and recommend scalable, best-practice solutions aligned with ServiceNow standards. Acting as a trusted advisor, the role bridges business requirements and delivery teams, drives roadmap decisions, oversees testing and adoption, and promotes continuous improvement through metrics and governance. Success in this role requires deep ServiceNow expertise, strong process leadership, and the ability to translate complex technical concepts into clear, actionable outcomes for global, cross-functional teams We are seeking an experienced **ServiceNow Business Systems** Analyst with **8+ years** of expertise to join our team. The Business Analyst will be responsible for managing, maintaining, and optimizing the ServiceNow platform, with a primary focus on **ITSM, CMDB, Now Assist, eGRC, and Platform Foundations**. This role will be pivotal in driving platform maturity and best practices through a consultative, process-driven approach, partnering closely with business sponsors, product owners, and delivery teams. The ideal candidate will lead process definition and re-engineering workshops, perform gap analysis, recommend scalable solutions, and translate business requirements into effective ServiceNow designs—acting as a trusted advisor while ensuring solutions align with enterprise standards, governance, and long-term roadmap objectives. **What the Candidate Will Need / Bonus Points** - Lead **end-to-end business process definition, re-engineering, and gap analysis** across current and future-state processes through stakeholder workshops. - Translate business needs into **clear documentation** including process flows, gap analyses, roles/responsibilities, and solution recommen