Business Systems Analyst ServiceNow Architect

Waymo•Mountain View, CA

27d•Hybrid

About The Position

Waymo is an autonomous driving technology company with the mission to be the world’s most trusted driver. Since its start as the Google Self-Driving Car Project in 2009, Waymo has focused on building the Waymo Driver—The World’s Most Experienced Driver™—to improve access to mobility while saving thousands of lives now lost to traffic crashes. The Waymo Driver powers Waymo’s fully autonomous ride-hail service and can also be applied to a range of vehicle platforms and product use cases. The Waymo Driver has provided over ten million rider-only trips, enabled by its experience autonomously driving over 100 million miles on public roads and tens of billions in simulation across 15+ U.S. states. The Digital Transformation Services (DTS) team plays a vital role in enabling Waymo’s mission to safely and sustainably bring autonomous technology to the world. Our purpose is to build and operate a resilient, scalable, and intelligent digital infrastructure that powers both Waymo’s commercialization and day-to-day operations. We partner closely with all business functions to ensure that technology is a strategic enabler. Our top strategic objectives include: 1. Commercialization and Scale the business 2. Ensure Operational Resilience and Uptime 3. Resiliency across mission-critical systems, network infrastructure, and cloud platforms that support both autonomous fleet operations and enterprise continuity 4. Lead GenAI Transformation In this hybrid role, you will report to the Head of Global IT, AI and Digital Transformation

Requirements

6–8 years of total experience in IT or enterprise applications, with 4+ years hands-on ServiceNow (ITSM, HRSD, CSM, ITOM, or related modules).
Proven experience as a ServiceNow Solution Architect, Lead BSA, or Platform Owner in a global or high-tech environment.
Strong understanding of ServiceNow data model, integration methods (REST/SOAP APIs, MID server), scripting, and workflow configuration.
Demonstrated ability to gather requirements, design business processes, and translate them into ServiceNow solutions.
Familiarity with ITIL practices and Agile delivery models.
Excellent communication, facilitation, and documentation skills — able to engage both technical and business stakeholders.

Nice To Haves

ServiceNow certifications: CSA, CAD, CIS (ITSM, HRSD, or CSM).
Exposure to enterprise integration patterns (e.g., Salesforce, Workday, ERP, Identity systems).
Experience defining platform governance and driving adoption across multiple business functions.
Bachelor’s degree in Information Systems, Computer Science, or related field.

Responsibilities

Define and maintain the ServiceNow architecture blueprint , covering modules, integrations, data model, and instance strategy.
Establish governance standards , including configuration vs. customization, data management, and integration best practices.
Lead workshops with business stakeholders to capture requirements, user stories, and process gaps .
Translate business needs into functional and technical specifications and align them with ServiceNow capabilities (e.g., ITSM, ITOM, HRSD, CSM).
Collaborate with developers and administrators to deliver well-architected, user-centric solutions.
Coordinate UAT , documentation, and change management to ensure successful deployments.
Align ServiceNow roadmap with the company’s digital transformation strategy .
Partner with infrastructure and security teams to ensure platform reliability, performance, and compliance.
Stay current on ServiceNow releases and lead upgrade planning and testing.
Develop as-is / to-be process flows and identify automation opportunities using ServiceNow workflows.