Business System Analyst : ServiceNow Platform

About the Role

This role is responsible for leading end-to-end ServiceNow 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 ServiceNow 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 ServiceNow 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 ServiceNow Business Systems Analyst with 8 years of expertise to join our team. The Business Analyst will be responsible for managing, maintaining, and optimizing the ServiceNow 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 ServiceNow designs-acting as a trusted advisor while ensuring solutions align with enterprise standards, governance, and long-term roadmap objectives.

What the Candidate Will Need / Bonus Points

• 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.

- Basic Qualifications -

• Strong expertise in ServiceNow 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 ServiceNow 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

- Preferred Qualifications -

Preferred Qualifications

• 8 years of hands-on ServiceNow experience leading enterprise-scale process transformation across ITSM, CMDB, eGRC, Physical Security, and Now Assist, with a strong bias toward out-of-the-box best practices.
• Proven ability to act as a trusted advisor to senior business stakeholders, translating complex requirements into scalable ServiceNow solutions and influencing roadmap and prioritization decisions.
• Demonstrated experience driving global process re-engineering, gap analysis, and continuous improvement using metrics, KPIs, and governance frameworks.
• Strong technical foundation with experience managing multi-instance environments, update sets, testing/UAT, and production releases in large enterprises.
• Excellent communicator with the ability to bridge business and delivery teams, simplify complex technical concepts, and lead workshops, training, and stakeholder forums effectively.
• ServiceNow System Administrator certification preferred.

For San Francisco, CA-based roles: The base salary range for this role is USD$135,000 per year - USD$150,000 per year. For Sunnyvale, CA-based roles: The base salary range for this role is USD$135,000 per year - USD$150,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.