Senior Business Systems Analyst, ServiceNow AI and Automation

This is a fully remote position, open to applicants in Texas.

📋 Description

• Collaborate with business stakeholders to uphold a prioritized strategic roadmap.

• Manage and implement enhancements and projects across the ServiceNow platform.

• Convert business requirements into scalable functional and technical specifications, emphasizing AI-assisted and automated workflows.

• Design and facilitate automation utilizing NOW Assist GenAI for Enterprise, Flow Designer, orchestration, Virtual Agent, decision logic, and platform integrations.

• Establish guardrails, acceptance criteria, and success metrics for automation and AI-driven solutions.

• Work alongside developers and architects, directing solution design without being responsible for code delivery.

• Oversee process definition, requirements gathering, fit/gap analysis, functional design, testing, training, reporting, and continuous improvement.

• Promote the use of self-service and automation to minimize manual efforts and enhance the user experience.

• Maintain consistency and quality of automation-related data across ServiceNow and integrated systems.

• Contribute to SMO priorities and core platform functionalities, including CMDB, CSDM, Employee Center Pro, Asset & Configuration Management, and associated ServiceNow services.

⛳️ Requirements

• Bachelor’s degree (technical degree preferred).

• Over 10 years of experience in implementing, configuring, and administering SaaS business systems.

• Minimum of 4 years of experience with ServiceNow.

• Demonstrated expertise in leveraging AI technologies to enhance decision-making, streamline workflows, improve efficiency, and drive business results.

• Extensive ServiceNow platform experience across various workflows, such as ITSM, HRSD, CSM, and Employee Center.

• Proven track record in designing and implementing automation and self-service solutions on ServiceNow.

• Ability to transform unclear business challenges into practical, automated solutions.

• Comfort with iterative, probabilistic outcomes.

• Strong grasp of ITSM and ITIL best practices.

• Exceptional stakeholder engagement, facilitation, and communication skills, including the ability to present to senior leadership.

• Familiarity with Agile, Kanban, Scrum, or other SDLC methodologies.

• In-depth knowledge of the ServiceNow platform, ecosystem, and best practices.

• Practical experience with GenAI use cases is an advantage.

• Experience in designing AI-assisted workflows beyond basic chatbots is a plus.

• Understanding of AI governance, risk, and responsible usage.

• Knowledge of ServiceNow’s AI Control Tower is beneficial.

• ServiceNow certifications are a plus.

• Experience with Performance Analytics.

• Familiarity with CMDB, CSDM, Employee Center Pro, Asset & Configuration Management.

• ITIL Foundation v3 or higher is advantageous.

🏝️ Benefits

• Leader in market compensation and equity awards.

• Comprehensive wellness programs for physical and mental health.

• Competitive vacation and holiday policies for rest and rejuvenation.

• Paid parental and adoption leave.

• Professional development opportunities available for all employees, regardless of position or level.

• Employee Networks, local neighborhood groups, and volunteer opportunities to foster connections.

• Dynamic office culture with world-class amenities.

• Health insurance coverage.

• 401k plan.

• Paid time off.

• Eligibility for performance bonuses.

• Equity grants.