Staff Business Systems Analyst - HR/TA

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

What you get to do in this role:   

• 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 transformational 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

To be successful in this role you have:

• 8+ 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 with business process optimization and scalability with CX platforms / solutions.
• Ability to tell our digital transformation story to our top customers world-wide.
• Ability to determine the best investments for the future.
• Experience analyzing business situations and working within a group environment to provide efficient software solutions.
• Experience in preparing as-is process documentation, to-be process documentation,