ServiceNow Business Analyst

AgreeYa Solutions • Santa Clara, CA

389d

About The Position

The ServiceNow Business Systems Analyst (BSA) role is critical in optimizing business processes within the Customer Experience (CX) organization. The BSA will define technical requirements for ServiceNow development, collaborate with various teams, and ensure that system enhancements align with business goals. This position requires a blend of technical expertise, analytical skills, and strong communication abilities to manage complex system enhancements and improve operations across the organization.

Requirements

• Bachelor's degree in Information Systems, Business Administration, or a related field preferred.
• 5+ years of experience as a Business Systems Analyst with cloud-based enterprise applications in fast-paced environments.
• Direct experience with Professional Services or customer-facing organizations with complex operational requirements.
• Proficiency in integrating ServiceNow with other enterprise applications (e.g., SAP, Master Data Management, Salesforce).
• Hands-on experience with ServiceNow, particularly modules like Customer Service Management (CSM), Strategic Portfolio Management (SPM), and Field Service Management (FSM).
• Proven ability to manage complex backlogs using ServiceNow, Jira, and Aha!, balancing competing priorities effectively.
• Familiarity with design thinking methodologies and experience leading workshops.
• Strong understanding of agile frameworks (e.g., SAFe) and proven success in guiding teams through agile transformation.
• Demonstrated skills in analyzing complex processes, gathering requirements, and translating them into actionable epics and user stories.
• Excellent interpersonal and communication skills with a track record of effective cross-functional collaboration.
• Strong organizational skills with the ability to prioritize multiple tasks in a dynamic environment.
• Experience with subscription-based platforms such as Salesforce CPQ and SAP.
• Expertise with ServiceNow CSM, SPM, and FSM, with knowledge of complex enterprise application integrations.

Nice To Haves

• Experience in managing product rules, validation rules, and workflow automation in Salesforce or similar platforms.
• Demonstrated success in facilitating change, especially within agile and transformative business environments.

Responsibilities

• Act as the primary liaison between CX Services business stakeholders and development teams, aligning priorities and fostering collaborative relationships.
• Lead regular stakeholder sessions to drive involvement in the prioritization process, ensuring all CX partners are actively engaged and aligned with organizational goals.
• Manage expectations by transparently communicating progress on ServiceNow enhancements, clarifying how different priorities intersect, complement, or conflict.
• Maintain detailed backlog visibility in ServiceNow to help business partners understand request progression and prioritization.
• Conduct in-depth analyses of current business processes across CX operations to identify gaps and propose streamlined, efficient solutions.
• Work with cross-functional teams within CX to design and improve workflows that enhance service delivery, aligning with broader objectives.
• Collaborate with Customer Success Managers and Technical Support teams to optimize support processes in ServiceNow.
• Partner with Project Managers and development teams to drive key system enhancements, leveraging ServiceNow's capabilities.
• Support the optimization of Service Logistics and Return Merchandise Authorization dispatching processes.
• Lead efforts to improve and automate service delivery processes across CX, enhancing communication, efficiency, and alignment among stakeholders.
• Translate high-level business requirements into detailed user stories, epics, and actionable tasks for system enhancements in ServiceNow.
• Use tools such as ServiceNow, Jira, and Aha! to manage backlogs, capture requirements, and track enhancement progress.
• Conduct research and interviews to fully understand business needs, ensuring enhancements align with strategic goals.
• Oversee user acceptance testing to validate enhancements meet business expectations prior to deployment.
• Champion design thinking, facilitating workshops to reveal underlying business needs and drive collaboration.
• Support the adoption of agile methodologies within CX Services.

Benefits

• Competitive salary
• Opportunities for professional development
• Flexible work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees