Sr Staff Business Systems Analyst

ServiceNow; Hyderabad; Hybride; INR 3 500 000 - 5 500 000; Plein temps

Résumé du poste

ServiceNow is seeking a seasoned Business Analyst to partner with customers and internal teams to map requirements, analyze as-is and to-be processes, and design scalable, AI-enabled solutions within a cloud fulfillment ecosystem.

You will lead workshops, document gap analyses, and collaborate with design, engineering, and product teams to deliver end-to-end implementation plans that improve the customer journey and business outcomes in a global, flexible work environment.

Qualifications

• 12+ years of experience as a Business Analyst working directly with customers to improve their experiences.
• Experience integrating AI into work processes, decision-making, or problem-solving.
• Experience defining the customer experience and personalizing the user journey across a cloud fulfillment ecosystem.
• Experience creating and improving process solutions for optimization and scalability.

Responsabilités

• Lead requirements gathering and process-mapping workshops.
• Participate in end-to-end implementation planning, including project management and change management.
• Help personalize and humanize the customer experience while enabling future business scalability.
• Document the customer journey and identify ways to improve pain points through process optimization.

Connaissances

AI in business processes

Customer experience design

Digital transformation

Stakeholder communication

Mentoring team

Description du poste

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

What you get to do in this role:

• Facilitate requirements gatheringand process mapping workshops.Perform gap analysis (as isfunctionality versus to befunctionality)
• Participate in end-to-end activitiesrelated to implementation planningincluding project management, issuemanagement, communication andchangemanagement
• Help personalize and humanize thecustomer experience while at thesame time accomplishing futurebusinessscalability
• Document the customer journeyand identify ways to improve existingcustomer pain points based onprocess optimization, technology,change management, or communication
• Help uncomplicate the workenvironment of tomorrow byforecasting scalable solutions andwhen they need to be ready to bedelivered to positivelyinfluence the customerjourney
• Work with the business, design,engineering, and product teams tocreate digital transformationexperiences for team membersandcustomers
• Work based on Agile digitalexecution and communicate acrossmultiple cross teams to ensuresuccessful projectdelivery
• Translate your recommendations to seniorleadership to gain agreement, affectchange and influence long termdigitalstrategies
• Help create customersolutions to affectorganizational transformational in theface of a digital-first newlandscape
• Participate in User Acceptancetesting and recommendimprovements.
• Build proofs-of-concept (POC)forpotential new solutionsandtechnologies by working with product management and engineering teams.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 12+ years of experience as a BusinessAnalyst with verifiableexperience working directly withcustomers to improve theirexperiences
• Passion for technology and new ideasto improve the way people work usingour products and the possibilities thatcome from building excellentcustomerexperiences
• Experience defining the customerexperience and personalizing the userjourney across a cloud fulfillmentecosystem
• Experience creating and improving processessolutions optimization and scalability
• Ability to tell our digital transformationstory to the wide audience
• Ability to determine thebest investments for thefuture
• Experience analyzing businesssituations and working within a group environment to provide efficient softwaresolutions
• Experienced in preparing as-is processdocumentation, to-be processdocumentation, and performingdetailed gapanalysis
• Experience completing multiple,complex technical projects
• Should enjoy working in acollaborativeenvironment
• Experience designing optimizedcustomer experiences in either CSM,CRM, orHCM
• Expertise in guiding, mentoring and providing direction to the team members
• Ability to contribute to several projects

Additional Information

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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