As a Business Systems Analyst 4 within the Global Information Systems Group, you will play a critical role in shaping how the organization utilizes ServiceNow to simplify work, improve service delivery, and strengthen platform governance. You will partner with stakeholders to lead requirements discovery sessions, translate business needs into functional requirements and user stories, and perform gap assessments across various workflows. Your daily responsibilities include managing backlogs, sprint planning, and ensuring solutions are scalable and aligned with business outcomes. The role requires extensive experience with ServiceNow modules like ITSM, ITOM, ITAM, CMDB, and APM/EA, alongside a deep understanding of ITIL practices. You will utilize skills in Agile, Scrum, or Kanban methodologies to manage integrations, data quality improvements, and reporting while navigating the complexities of enterprise-scale service management and workflow automation.
Lead requirements discovery sessions, workshops, and process reviews for ServiceNow initiatives.
Translate business needs into functional requirements, process flows, user stories, and acceptance criteria.
Evaluate requests against ServiceNow out-of-the-box capabilities, platform standards, and governance practices.
Manage the project lifecycle including backlog refinement, sprint planning, UAT, and post-release validation.
Perform current-state and future-state process analysis and gap assessments across ServiceNow workflows.
Support platform enhancements, integrations, data quality improvements, and reporting needs.
Facilitate stakeholder alignment and communicate risks or dependencies to business and IT leadership.
Contribute to the continuous improvement of business analysis practices and documentation standards.
What we're looking for
8+ years of experience as a Business Systems Analyst, Product Analyst, or similar role supporting enterprise technology platforms.
6+ years of hands-on experience with ServiceNow, preferably across ITSM and additional modules like ITOM, ITAM, CMDB, or APM/EA (preferred).
Bachelor’s degree in Information Systems, Computer Science, Business Administration, Engineering, or a related field, or equivalent practical experience.
Strong understanding of IT service management processes including incident, request, change, problem, knowledge, asset, configuration, and service catalog management.
Demonstrated ability to write business requirements, functional specifications, user stories, acceptance criteria, and test scenarios.
Experience supporting Agile, Scrum, or Kanban delivery models.
Excellent communication, facilitation, stakeholder management, and executive presentation skills.
ServiceNow Certified System Administrator, Certified Application Specialist, ITIL Foundation certification, or experience in large global enterprises (preferred).
Microsoft Dynamics
Salesforce
SAP CRM
Power BI
SharePoint
Jira Service Management
Confluence
Azure DevOps
CRM
Agile
Scrum
UAT
Six Sigma
Data Mapping
Master Data Management
System Integration
Business Analysis
Change Management