Senior Business System Analyst

We are looking for a highly motivated Business Systems Analyst (BSA) to support Customer Experience operations, including Technical Support, Service Logistics, Professional Services, and Customer Success. This role focuses on optimizing business processes using ServiceNow, improving efficiency, and ensuring alignment across teams.

Key Responsibilities:

Analyze and document business requirements, working closely with stakeholders to align system solutions with business needs.

Lead requirement gathering, process analysis, and configuration of ServiceNow applications, including SPM, ITSM, CSM, and FSM.

Collaborate with business teams to define and prioritize system enhancements while managing backlog effectively in ServiceNow and Jira.

Translate technical complexities to business users, providing clear alternatives and recommendations.

Conduct validation testing, training, and implementation of new or enhanced functionalities.

Drive results by staying updated on ServiceNow product enhancements, participating in roadmap discussions, and supporting platform upgrades.

Engage with external ServiceNow partners for support and feature implementation.

Assist with troubleshooting, patch management, and release management to maintain system stability.

Required Qualifications:

5 years of experience as a Business Systems Analyst working with cloud-based enterprise applications.

ServiceNow Systems Administrator certification is required.

Hands-on experience with ServiceNow SPM (must), ITSM (must), CSM, and FSM.

Proven expertise in ServiceNow backlog management and Jira, balancing multiple priorities.

Strong agile framework knowledge (e.g., SAFe) with experience leading design thinking workshops.

Ability to analyze complex business processes and translate them into actionable requirements.

Excellent communication and collaboration skills across cross-functional teams.

Experience working with SAP, Service Logistics, MDM, and Data Governance teams is a plus.