What are the responsibilities and job description for the Staff BSA - ServiceNow position at Zscaler?
Our general and administrative teams help to support and scale our great company. Whether striving to grow our workforce, nurture an amazing culture and work environment, support our financial and legal operations, or maintain our global infrastructure, the G&A team provides a strong foundation for growth. Put your passion, drive and expertise to work with the world's cloud security leader.
Zscaler is looking for a Staff BSA - ServiceNow to join our Corp Apps IT team. You'll be the driving force behind the ServiceNow platform, which empowers teams across Business Applications, IT, Security, and HR and developing and implementing a ServiceNow roadmap that aligns with IT and business strategies, driving innovation and continuous improvement. This is an Individual Contributor role and can be based out of San Jose, CA or Remote. Reporting to the Director of IT Applications you will be responsible for:
- ServiceNow platform experience – including a strong working understanding of the ITSM, HR, and Security modules
- Prior experience in driving implementation and augmenting the ServiceNow platform in the areas of ITSM and HR Service Management/Employee Center.
- Familiarity with ITOM modules such as Event Management, Orchestration, or Operational Intelligence with CMDB and Asset Management.
- Experience driving projects integrating ServiceNow with external systems using REST/SOAP APIs, Integration Hub, and Spokes.
- Expertise in designing and delivering ServiceNow Performance Analytics dashboards, reports, and KPIs following ITSM best practices. Ability to define, document, and build reports that align with business goals and service level agreements (SLAs).
What We're Looking For (Minimum Qualifications)
- Must have 7 years of experience implementing, configuring, and administering SaaS business systems for a software company, with at least 5 years in ServiceNow experience.
- Bachelor's degree or equivalent experience.
- Experience with SLDC methodologies like Agile, Kanban, Scrum, Scaled Agile.
- Proficient with the ServiceNow platform and experienced with project tracking and collaboration tools (e.g. JIRA, Confluence or similar).
- Consulting Experience in ITOM ( including cloud environments such as AWS, Azure, Google Cloud), IRM, CMDB, TPRM Or AIOps is highly preferred.
What Will Make You Stand Out (Preferred Qualifications)
- ServiceNow Administrator or ServiceNow ITSM Implementation Specialist Certification
- ITIL V3 or V4 certification, ServiceNow ITOM Implementation Specialist, ServiceNow CSM Implementation Specialist, Micro-Certification - Performance Analytics
- Good knowledge of the ServiceNow UX Capabilities, including mobile and ServiceNow Employee Center portal and familiarity with AI-driven features in ServiceNow, such as Predictive Intelligence, Now Assist, and related automation technologies
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