Sr. Employee Experience Business Analyst

PlayStation; San Mateo (CA); Hybrid; USD 138,000 - 208,000; Full time

Job summary

Join PlayStation as a Senior Employee Experience Business Analyst to enhance employee processes on the ServiceNow platform. Collaborate with cross-functional teams to improve workflows and deliver high-impact solutions. Required qualifications include extensive experience in business analysis and strong knowledge of ServiceNow modules.

Benefits

Medical, dental, and vision coverage

Matching 401(k)

Paid time off

Wellness program

Employee discounts on Sony products

Qualifications

• 8-10 years of business analysis experience, with at least 5 years in ServiceNow-centric roles.
• Strong functional knowledge of ServiceNow WSD (Incident, Change, Problem, Request), HRSD, and Service Catalog.
• Expertise in translating stakeholder needs into functional specs and agile artifacts.

Responsibilities

• Engage cross-functional partners to gather requirements across ServiceNow modules.
• Facilitate workshops to map current-state processes and co-design future-state improvements.
• Translate business needs into detailed user stories and process documentation.

Skills

Business analysis

ServiceNow WSD

ServiceNow HRSD

Stakeholder engagement

Agile methodologies

Education

ServiceNow certifications (CSA, WSD, HRSD)

Tools

Zoom

Confluence

JIRA

Miro

Job description

Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5, PlayStation4, PlayStationVR, PlayStationPlus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Group Corporation.

Senior Employee Experience Business Analyst

San Mateo, CA (remote, ok)

Role Overview
We’re seeking a highly experienced Sr. Employee Experience Business Analyst to lead the analysis, optimization, and continuous improvement of key employee-facing processes built on the ServiceNow platform. This role is focused on ServiceNow WSD and HRSD modules and will help deliver high-impact, user-centered solutions that enhance the employee experience across Sony Interactive Entertainment.

You’ll partner with stakeholders across People and Places, People Tech and IT organizations to define requirements, improve workflows, and align solutions with our strategic goals. This is a highly collaborative, remote-friendly role that values initiative, clarity, and follow-through.

Key Responsibilities

• Engage cross-functional business partners to gather and document requirements across ServiceNow modules (WSD and HRSD).

• Facilitate workshops and virtual interviews to map current-state processes and co-design future-state improvements.

• Translate business needs into detailed user stories, process documentation, and acceptance criteria within Agile frameworks.

• Serve as a liaison between technical teams and business stakeholders to ensure timely, high-quality solution delivery.

• Collaborate with ServiceNow developers and architects to validate feasibility and support platform configuration.

• Support UAT efforts, test planning, execution, and issue resolution.

• Maintain documentation including SOPs, process flows, and release notes.

• Identify opportunities for workflow automation and efficiency gains aligned with ITIL principles and platform best practices.

• Stay up-to-date on ServiceNow capabilities and trends; contribute to roadmap and continuous improvement discussions.

Required Qualifications

• 8–10 years of business analysis experience, with at least 5 years in ServiceNow-centric roles.

• Strong functional knowledge of ServiceNow WSD (Incident, Change, Problem, Request), HRSD, and Service Catalog.

• Familiarity with HRSD workflows and employee self-service experiences.

• Expertise in translating stakeholder needs into functional specs and agile artifacts (user stories, acceptance criteria).

• Comfortable working in distributed, remote environments using tools like Zoom, Confluence, JIRA, and Miro.

• Strong stakeholder engagement, facilitation, and written communication skills.

• Understanding of ITIL frameworks and enterprise governance models.

• ServiceNow certifications (CSA, WSD, HRSD) strongly preferred.

• Experience with scripting concepts, Flow Designer, or similar low-code automation platforms is a plus.

Please refer to ourCandidate Privacy Noticefor more information about how we process your personal information, and your data protection rights.

At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location.

Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location.

In addition, this role is eligible for SIE’s top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Click here to learn more.

The estimated base pay range for this role is listed below. $138,600 — $208,000 USD

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.