ServiceNow​ Business Systems Analyst - TalentBurst

Job Title : ServiceNow​ Business Systems Analyst
Location:- Santa Clara, CA (Onsite Role)
Duration:- 6+ Months Contract (With Possibility of extension)
Manager Note:

• Will be responsible for defining the technical requirements for ServiceNow development and working closely with the ServiceNow development team to ensure that development is delivered on time and meets business requirements.
• This role will also work cross-functionally with the SAP, Service Logistics, MDM, and DTG teams.

Looking for a highly motivated Business Systems Analyst (BSA) to join our 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.

Experience:

• 5+ years of experience as a Business Systems Analyst with cloud-based enterprise applications in fast-paced environments.
• Direct experience with Professional Services or customer-facing organizations with complex operational requirements.
• Proficiency in integrating ServiceNow with other enterprise applications (e.g., SAP, Master Data Management, Salesforce).
• Hands-on experience with ServiceNow, particularly modules like Customer Service Management (CSM), Strategic Portfolio Management (SPM), and Field Service Management (FSM).
• Proven ability to manage complex backlogs using ServiceNow, Jira, and Aha!, 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.
• Experience with subscription-based platforms such as Salesforce CPQ and SAP.
• Expertise with ServiceNow CSM, SPM, and FSM, with knowledge of complex enterprise application integrations.
• Experience in managing product rules, validation rules, and workflow automation in Salesforce or similar platforms.
• Demonstrated success in facilitating change, especially within agile and transformative business environments.

Education:

• Bachelor's degree in Information Systems, Business Administration, or a related field preferred.

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