Sr. Business Systems Analyst, ServiceNow AI and Automation (Remote)
About The Position
CrowdStrike is seeking a Senior Business Systems Analyst – ServiceNow to join its IT Service Management Office. In this role, you will partner with business stakeholders, architects, and ServiceNow developers to align platform solutions with business outcomes. This position plays a key role in scaling AI-assisted and automated solutions across the SMO to reduce demand, improve throughput, and drive consistent outcomes. While AI and automation are a primary focus, the role also offers opportunities to contribute across other ServiceNow initiatives and platform areas. The role is well suited to a platform-oriented BSA with strong automation design capability, deep ServiceNow expertise, and effective stakeholder engagement skills. You will translate business needs into clear requirements, solution designs, and development stories, identifying opportunities for automated, self-service, and AI-assisted solutions using ServiceNow AI capabilities and CrowdStrike’s internal GenAI tools. You will also contribute to efforts relating to core platform areas such as CMDB, CSDM, Employee Center Pro, Virtual Agent, Asset & Configuration Management, and related ServiceNow services.
Requirements
- Bachelor’s degree (technical degree preferred).
- 10+ years of experience implementing, configuring, and administering SaaS business systems, with at least 4 years of ServiceNow experience.
- Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.
- Strong ServiceNow platform experience across multiple workflows (e.g., ITSM, HRSD, CSM, Employee Center).
- Demonstrated experience designing and implementing automation and self-service solutions on ServiceNow.
- Ability to translate ambiguous business problems into pragmatic, automated solutions.
- Comfort working with iterative, probabilistic outcomes (“good enough” solutions with tuning and improvement).
- Strong understanding of ITSM and ITIL best practices (Incident, Problem, Change, Knowledge, Configuration, Asset).
- Excellent stakeholder engagement, facilitation, and communication skills, including presenting to senior leadership.
- Experience with Agile, Kanban, Scrum, or other SDLC methodologies.
- Strong knowledge of the ServiceNow platform, ecosystem, and best practices.
- Passion for creating a frictionless end-user experience.
Nice To Haves
- Practical exposure to GenAI use cases (e.g., ServiceNow Now Assist, enterprise copilots, or internal AI tools).
- Experience designing AI-assisted workflows beyond basic chatbots.
- Understanding of AI governance, risk, and responsible use (no data science expertise required).
- Understanding or knowledge of ServiceNow’s AI Control Tower
- ServiceNow certifications (Administrator, Advanced Administrator, micro-certifications).
- Experience with Performance Analytics.
- Knowledge of CMDB, CSDM, Employee Center Pro, Asset & Configuration Management.
- ITIL Foundation v3 or higher.
Responsibilities
- Partner with business stakeholders to maintain a prioritized strategic roadmap, coordinating and executing enhancements and projects across the ServiceNow platform.
- Translate business needs into scalable functional and technical requirements, with a strong focus on AI-assisted and automated workflows.
- Design and enable automation using ServiceNow capabilities such as NOW Assist GenAI for Enterprise, Flow Designer, orchestration, Virtual Agent, decision logic, and platform integrations.
- Define guardrails, acceptance criteria, and success metrics for automation and AI-assisted solutions.
- Collaborate with developers and architects, guiding solution design without owning code delivery.
- Own functional deliverables including process definition, requirements gathering, fit/gap analysis, functional design, testing, training, reporting, and continuous improvement.
- Drive adoption of self-service and automation to reduce manual effort and improve end-user experience.
- Ensure consistency and quality of automation-related data across ServiceNow and integrated systems.
- Contribute to broader SMO priorities and leveraging core platform capabilities such as CMDB, CSDM, Employee Center Pro, Asset & Configuration Management, and related ServiceNow services.
Benefits
- Market leader in compensation and equity awards
- Comprehensive physical and mental wellness programs
- Competitive vacation and holidays for recharge
- Paid parental and adoption leaves
- Professional development opportunities for all employees regardless of level or role
- Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
- Vibrant office culture with world class amenities
- Great Place to Work Certified™ across the globe
- health insurance
- 401k
- paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
