ServiceNow Systems Analyst

Staff Servicenow Systems Analyst

Qualcomm is advancing a multi-year modernization of its Service Now platform, including a strategic transition to a clean, greenfield implementation. We are seeking a Staff Service Now Systems Analyst to join the Service Now Platform Team and play a critical role in defining, shaping, and delivering this transformation.

This is a Staff, consultative systems analyst role within the platform organization, not a hands-on administrator or developer position. The role focuses on solution design, functional leadership, and stakeholder engagement, working directly alongside Service Now architects, developers, administrators, and offshore delivery partners as an integrated platform team.

The ideal candidate brings deep platform experience, strong design judgment, and the interpersonal skills required to influence decisions and drive alignment across business and IT stakeholders.

• Lead requirements discovery, process analysis, and solution design efforts as a core member of the Service Now Platform Team.
• Define functional designs that align with platform guardrails, enterprise standards, and long-term architectural direction.
• Partner closely with Service Now architects and developers on the platform team to ensure design intent is clearly understood and correctly implemented.
• Promote standard, out-of-the-box Service Now capabilities and an AI-first design approach to reduce technical debt and accelerate delivery.

• Act as the primary platform representative in engagements with business stakeholders, guiding them from requirements through solution decisions.
• Facilitate design workshops and working sessions that align business priorities with platform capabilities.
• Clearly communicate trade-offs, risks, and design rationale to stakeholders at varying levels of technical depth.
• Influence adoption of standardized solutions while balancing business needs, timelines, and scalability.

• Contribute to large-scale Service Now initiatives, including greenfield implementations and modernization of legacy capabilities.
• Provide ongoing functional leadership within the platform team to support post-go-live optimization and adoption of new Service Now releases.
• Incorporate Service Now licensing considerations into solution design to ensure cost-effective, compliant platform usage.
• Help evolve platform patterns, best practices, and reusable designs that benefit the broader Service Now ecosystem at Qualcomm.

• 10+ years of Service Now platform experience, with demonstrated depth across ITSM, SPM, APM/EA, IRM, HAM, SPO, Now Assist, and core Service Now platform capabilities.
• 5+ years leading major Service Now initiatives, including enterprise-wide or transformational programs.
• Demonstrated experience supporting:
  • Fresh Service Now implementations, and/or
  • Modernization of legacy Service Now environments into clean, greenfield architectures.
• Strong background in solution design, requirements analysis, and stakeholder facilitation within complex enterprise environments.
• Proven experience working as a core member of a mature Service Now platform team, collaborating closely with architects, developers, administrators, and offshore delivery resources.

• Experience with in a Fortune 500 or similarly complex global organization.
• Established Service Now community presence, such as participation in community forums or user groups, speaking engagements, published blogs, or recognized thought leadership.
• Working knowledge of Service Now licensing and packaging, with the ability to assess entitlement and cost implications during solution design and partner effectively with procurement and vendor management teams.

• Excellent written and verbal communication skills.
• Strong facilitation and stakeholder-management capabilities.
• Ability to influence outcomes without formal authority.
• Comfort navigating ambiguity while driving clarity and alignment.
• Analytical, outcome-oriented mindset with a focus on long-term platform health and value.

This is a core, long-term role on the Service Now Platform Team, with direct responsibility for shaping how the platform is designed, adopted, and evolved. The Senior Service Now Systems Analyst will play a key role in ensuring Qualcomm's Service Now modernization delivers sustained business value well beyond initial implementation.

Minimum Qualifications:

• 5+ years of IT-relevant work experience with a Bachelor's degree. OR 7+ years of IT-relevant work experience without a Bachelor's degree.

Pay range and Other Compensation & Benefits: $ - $