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Role Description

At ServiceNow the Business Systems Analysis team is focused on how our internal systems support business processes. We work with key stakeholders to capture business and user requirements. We meet with business partners to understand needs and pain points, then translate those into clear requirements and user stories. We make sure requirements are fully understood, implemented correctly in the ServiceNow product or other systems, and tested.

• 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 transformation 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.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 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 a 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 team members.
• Ability to contribute to several projects.

Requirements

• 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 Earnings (OTE) incentive compensation structure.
• Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.
• We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.
• Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Benefits

• 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.