Job Description

Business Systems Analyst

Our client is looking for a highly motivated Business Systems Analyst (BSA) to join their Customer Experience (CX) organization, which includes key departments such as Global Technical Support, Service Logistics, Professional Services, and Customer Success among others. This role is critical in optimizing business processes across these teams, with a particular focus on leveraging ServiceNow functionalities to enhance efficiency and alignment.

The ideal candidate will bring a strong blend of technical expertise, analytical skills, and communication abilities to manage complex system enhancements, lead design thinking workshops, and work closely with both business partners and development teams in an agile environment.

In this role, the BSA will streamline backlog management, prioritize system enhancements, and improve operations across the CX organization, ensuring that department goals are aligned, transparent, and managed effectively despite competing priorities and resource constraints.

Key Responsibilities:

• Understand business needs and priorities at a tactical and a strategic level and represent business owners throughout the solutions design and planning process.
• Partner with business owners to identify, model, and document business requirements as needed.
• Conduct interviews, research, requirement workshops to understand the needs of the business for planning and design purposes.
• Translate technical complexities to business owners and offer reasonable alternatives.
• Leads validation testing, training and implementation of new or enhanced business system functionality, including analyzing and simplifying complex processes.
• Manage customer satisfaction through effectively communicating and managing customer expectations.
• Drive results and maximize value by staying on top of product enhancements, attending/leading road map discussions and supporting business owners through platform deployment/upgrades.
• Lead the requirement gathering, as-is and to-be process process analysis and configuration of new/existing applications and modules within ServiceNow.
• Work closely with business owners to analyze current processes to achieve maximum/measurable business value in future processes.
• Promote and ensure efficient and effective risk and compliance management practices by adhering to required standards and practices.
• Create and maintain system and operational documentation for domain technologies, including installation, configuration, user manual and appropriate troubleshooting steps.
• Provide ServiceNow configuration and customization assistance including, but not limited to: form tailoring, workflow administration, data imports, and etc.
• Engage with external ServiceNow integration partners as required to provide support and to implement new features and capabilities.
• Assist in troubleshooting patch / release management issues.

Experience :

• 5+ years of experience as a Business Systems Analyst with cloud-based enterprise applications in fast-paced environments.
• ServiceNow Systems Administrator certification is required.
• Hands-on experience with ServiceNow, particularly modules like Strategic Portfolio Management (SPM), IT Service Management (ITSM), Customer Service Management (CSM) and Field Service Management (FSM)).
• Proven ability to manage complex backlogs using ServiceNow, Jira, and balancing competing priorities effectively.
• Familiarity with design thinking methodologies and experience leading workshops to encourage innovative, user-centered design.
• 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.
• Education: Bachelor’s degree in Information Systems, Business Administration, or a related field.

Preferred Qualifications:

• Expertise with ServiceNow SPM (must), ITSM (must), CSM and FSM, with knowledge of complex enterprise application integrations.
• Experience in configuring and enhancing all aspects of ServiceNow such as workflow, user interface (UI), client scripts, business rules, and more, utilizing out-of-the-box functionality as much as possible and only customizing when necessary, preferred.
• Demonstrated success in facilitating change, especially within agile and transformative business environments.

Compensation: $66 - $88 per hour

ID#: 1401746

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