Business System Analyst : ServiceNow Platform

About the Role

This role is responsible for leading end-to-end Service Now process transformation and optimization across ITSM, eGRC, and Physical Security domains. This individual partners closely with business sponsors and stakeholders to define current and future-state processes, identify gaps, and recommend scalable, best-practice solutions aligned with Service Now standards. Acting as a trusted advisor, the role bridges business requirements and delivery teams, drives roadmap decisions, oversees testing and adoption, and promotes continuous improvement through metrics and governance.

Success in this role requires deep Service Now expertise, strong process leadership, and the ability to translate complex technical concepts into clear, actionable outcomes for global, cross-functional teams.

We are seeking an experienced Service Now Business Systems Analyst with 8+ years of expertise to join our team. The Business Analyst will be responsible for managing, maintaining, and optimizing the Service Now platform, with a primary focus on ITSM, CMDB, Now Assist, eGRC, and Platform Foundations
. This role will be pivotal in driving platform maturity and best practices through a consultative, process-driven approach, partnering closely with business sponsors, product owners, and delivery teams. The ideal candidate will lead process definition and re-engineering workshops, perform gap analysis, recommend scalable solutions, and translate business requirements into effective Service Now designs—acting as a trusted advisor while ensuring solutions align with enterprise standards, governance, and long-term roadmap objectives.

• Lead end-to-end business process definition, re-engineering, and gap analysis across current and future-state processes through stakeholder workshops.

• Translate business needs into clear documentation including process flows, gap analyses, roles/responsibilities, and solution recommendations.

• Identify process improvement opportunities and propose scalable solutions, outlining benefits, risks, and trade-offs.

• Act as a trusted advisor to business stakeholders throughout the engagement lifecycle.

• Drive continuous improvement using process metrics, KPIs, dashboards, and accountability frameworks.

• Bridge business and delivery teams by clearly communicating ITSM, eGRC, and Physical Security requirements
  , ensuring solutions meet expectations.

• Lead testing, UAT, and go-live readiness
  , ensuring quality and adoption.

• Drive customer roadmap discussions
  , prioritization, and decision-making.

• Provide training and mentoring to services team members.

• Contribute to the creation, adoption, and maintenance of best practices, standards, and governance models
  .

• Deliver against defined workflow practice KPIs and individual performance metrics
  .

• Strong expertise in Service Now best practices

• 5+ years of experience with ITSM platforms, including Service Catalog, Knowledge, Asset Management, Incident/Change, CMDB, ITSM, eGRC, Physical Security, and Now Assist
  .

• 5+ years of global process and program management experience
  .

• Hands-on experience creating update sets
  , managing multi-instance deployments, testing, and production releases.

• Proven experience documenting ITSM processes, gap analysis, and solution designs
  .

• Solid understanding of Service Now fundamentals and latest releases
  .

• Excellent communication and stakeholder management skills
  , with the ability to explain complex technical concepts to non-technical audiences.

• Strong ownership mindset with the ability to work independently and take initiative
  .

• Demonstrated ability to use AI-assisted tools (e.g., GenAI, workflow automation, analytics assistants) to accelerate program planning, requirements definition, risk analysis, documentation, and stakeholder communication in a production environment

• Bachelor's degree (or equivalent), preferably in Information Technology
  .

• ITIL Practitioner/Service Manager and BPM certification preferred

• 8+ years of hands-on Service Now experience leading enterprise-scale process transformation across ITSM, CMDB, eGRC, Physical Security, and Now Assist
  , with a strong bias toward…