Job Description

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

The Engineering team within our Digital Technology (DT) Platform Services organization is a group of technology experts responsible for the design and architecture of our mission critical enterprise platforms. The team works closely with application developers, product owners, and business stakeholders to drive innovation and build the foundational systems that will power our future growth.

Role:

We are seeking a talented and motivated Senior Staff Business Systems Analyst to join our growing team. The candidate will have a proven track record of leveraging customer-facing skills to bridge the gap between business needs and technical solutions. Exposure to the ServiceNow platform is a plus as well as experience gathering and documenting requirements. This person will lead technical projects and help manage product development lifecycle efficiently, ensuring timely delivery and alignment with stakeholder expectations.

What you get to do in this role:   

• Partner with business leaders to identify opportunities for process optimization.
• Lead end to end analysis and solution design for cross-functional initiatives
• Analyze current systems and processes to identify areas for improvement or automation.
• Work closely with engineering teams to ensure solutions meet requirements and deliver business value.
• Serve as the central point of coordination across product, engineering, platform operations, capacity, and change management teams, keeping stakeholders informed of release status, risks, and operational impact.
• Document the customer journey and identify ways to improve existing customer pain points based on process optimization, technology, change management, or communication
• ​​​​​​​Translate your recommendations to senior leadership to gain agreement, affect change and influence long term digital strategies

Qualifications

To be successful in this role you have:

• Bachelor’s degree in computer science or related field with at least 8 years of IT industry experience.
• 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.
• Strong communication and presentation skills, with the ability to work with both technical and non-technical stakeholders.
• Experienced in preparing as-is process documentation, to-be process documentation, and performing detailed gap analysis
• Strong analytical and troubleshooting skills.
• Ability to multi-task and manage expectations in a fast-paced environment with competing priorities.
• Experience with building internal SOPs using KBs or other technology to drive standardization and consistency.
• Strong collaboration and relationship-building skills.
• ​​​​​​​ServiceNow ITSM experience and AI is plus. 

FD21

Additional Information

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.

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