Sr Staff Business Systems AnalystFull-timeEmployee Type: RegularRegion: APAC - Asia PacificWork Persona: FlexibleCompany DescriptionIt all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.Join us to put AI to work for people.Job DescriptionWhat you get to do in this role:Facilitate requirements gathering and process mapping workshops. Perform gap analysis (as is functionality versus to be functionality)Participate in end-to-end activities related to implementation planning including project management, issue management, communication and change managementHelp personalize and humanize the customer experience while at the same time accomplishing future business scalabilityDocument the customer journey and identify ways to improve existing customer pain points based on process optimization, technology, change management, or communicationHelp uncomplicate the work environment of tomorrow by forecasting scalable solutions and when they need to be ready to be delivered to positively influence the customer journeyWork with the business, design, engineering, and product teams to create digital transformation experiences for team members and customersWork based on Agile digital execution and communicate across multiple cross teams to ensure successful project deliveryTranslate your recommendations to senior leadership to gain agreement, affect change and influence long term digital strategiesHelp create customer solutions to affect organizational transformational in the face of a digital-first new landscapeParticipate in User Acceptance testing and recommend improvements.Build proofs-of-concept (POC) for potential new solutions and technologies by working with product management and engineering teams.QualificationsTo be successful in this role you have:Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.12+ years of experience as a Business Analyst with verifiable experience working directly with customers to improve their experiencesPassion for technology and new ideas to improve the way people work using our products and the possibilities that come from building excellent customer experiencesExperience defining the customer experience and personalizing the user journey across a cloud fulfillment ecosystemExperience creating and improving processes solutions optimization and scalabilityAbility to tell our digital transformation story to the wide audienceAbility to determine the best investments for the futureExperience analyzing business situations and working within a group environment to provide efficient software solutionsExperienced in preparing as-is process documentation, to-be process documentation, and performing detailed gap analysisExperience completing multiple, complex technical projectsShould enjoy working in a collaborative environmentExperience designing optimized customer experiences in either CSM, CRM, or HCMExpertise in guiding, mentoring and providing direction to the team membersAbility to contribute to several projectsFD21Additional InformationWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact[email protected]for assistance.Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy Notice
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