Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700 customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

About Customer Outcomes Operations

The CO Operations team is responsible to lead and execute programs that improve, digitize, optimize, and transform the Customer Outcomes ecosystem. We drive the delivery of new business capabilities and solutions for the Sales and Customer facing teams that run the business day in and day out. 

We’re all about delivering delightful employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. Ultimately, we strive to make the world work better for our employees and customers.

Job Description

As the Business Systems Analyst (BSA), you get to be an integral part of ongoing project teams working to ensure technologies that are focused on the quote-to-cash process to provide the most value and support strategic solutioning to achieve our business goals. You will participate in, influence, and support cross-functional projects that influence the Services Sales and Delivery processes.

The BSA will join the Customer Outcomes Operations team ensuring new strategic corporate technologies meet the needs of our Customer Outcomes business. The BSA will utilize analytical, business and technical skills to analyze and develop systems to support Customer Outcomes. 

What you get to do in this role:

• Help personalize and humanize the customer experience while at the same time accomplishing future business scalability
• Document the customer journey and identify ways to improve existing customer pain points based on process optimization, technology, change management, or communication
• Help uncomplicate the work environment of tomorrow by forecasting scalable solutions to positively influence the customer journey
• Be creative, innovative and design thinking to enable and improve quote-to-cash business processes through new or enhanced products / tools, systems integrations
• Participate in requirement gathering workshops and document functional business requirements, process flow diagrams, and business cases.
• Analyze requirements, estimate costs, examine existing and new systems for improvement, report common issues, evaluate performance and recommend improvements to policies and procedures. 
• Work with stakeholders and propose/evaluate solutions for business issues and identify solutions that meet the business requirements.
• Effectively prioritize and execute tasks in a high-pressure environment and must be able to manage multiple requests at the same time
• Participate in end-to-end activities related to implementation planning including project management, issue management, communication and change management to ensure timely completion of projects
• Participate in user acceptance testing and recommend improvements.
• Display your strong verbal and written communication skills including the ability to effectively collaborate with a diverse group of people

Qualifications

To be successful in this role you have:

• Requires 2-4 years of business analyst experience of which at least 2 years mainly in business analysis with a focus on gathering requirements, process improvements and solution design.
• Experience at a SaaS company with domain expertise in transformational programs like CRM, CPQ, Entitlement Management, Product and Services Deal Management
• Proven knowledge of the Professional Services business model, sales operations and delivery technologies including, but not limited to Microsoft Dynamics, SAP CPQ and Icertis CLM, and the ServiceNow Platform.
• Demonstrate ability to build and maintain relationships by engaging business to establish credibility, solve problems, and achieve objectives
• A value-add, business partnering mindset, with an energy to strive for continuous improvement and best practice in a collaborative environment.
• Passion for technology and new ideas to improve the way people work using our products and the possibilities that come from building excellent customer experiences
• Experience in preparing as-is process documentation, to-be process documentation, and performing detailed gap analysis

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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