Senior Business Systems Analyst

  • 2225 Lawson Lane, Santa Clara, California, United States
  • Full-time
  • Work Persona: Flexible
  • Region: AMS - North America and Canada
  • Employee Type: Regular

Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

What you get to do in this role: 

  • Serve as a liaison between business stakeholders and development team. 

  • Partner with IT and business to drive requirement gathering workshops, data analysis, problem solving and functional design. 

  • Work cross-functionally with Product owners and business stakeholders to drive alignment, help optimizing end-to-end processes, uncover areas for improvement and drive process improvement requirements 

  • Drive investigation of and collaboration with cross-functional partners to address systemic issues. 

  • Leverage business knowledge and expertise to identify opportunities for process improvements; serve as a trusted technology advisor for the business 

  • Create and present functional and technical design including data analysis to business team, and gather feedback to influence solution design and approach 

  • Propose/evaluate solutions for business issues and identify solutions that meet the business requirements. 

  • Facilitate review sessions with functional owners and end-user representatives 

  • Participate in end to end implementation planning including project management, issue management, communication and change management 

  • Review QA and UAT test scripts 

  • Manage UAT with end users including coordination and user acceptance signoff 

  • Updating, implementing and maintaining required documentation. 

  • Identify and evaluate risks, gaps, and process inefficiencies 

  • Define, plan, and manage small and medium projects, in coordination with technical and business teams. 


In order to be successful in this role, we need someone who has: 

  • Minimum 6+ years of experience as Business Systems Analyst or IT Analyst. 

  • Must be a self-starter and keen to explore new solutions. 

  • Experience in documentation, and performing detailed gap analysis 

  • Demonstrated ability to have successfully completed multiple, complex IT projects using Agile methodologies. 

  • Demonstrated experience in project conceptualization and planning. 

  • Good communications skills and has ability to communicate in a clear and concise professional manner, tailored to the appropriate audience; including both verbal and written communications. 

  • Ability to lead and work collaboratively within a business unit team and have strong influencing skills. 

  • Must be able to manage multiple priorities and complex tasks in a dynamic work environment. 

  • Must have experience preparing conducting end-user training. 

  • Project Management experience a plus 

  • Demonstrated as a Team Player 

  • Flexibility to work with a variety of personalities and styles. 

  • Adaptable to work in a varied, high-paced exiting, fun environment. 

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. 

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Work Personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.


A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.


A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
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