Business Systems Analyst

Our client is looking for a highly motivated Business Systems Analyst (BSA) to join their Customer Experience (CX) organization, which includes key departments such as Global Technical Support, Service Logistics, Professional Services, and Customer Success among others. This role is critical in optimizing business processes across these teams, with a particular focus on leveraging ServiceNow functionalities to enhance efficiency and alignment.

The ideal candidate will bring a strong blend of technical expertise, analytical skills, and communication abilities to manage complex system enhancements, lead design thinking workshops, and work closely with both business partners and development teams in an agile environment.

In this role, the BSA will streamline backlog management, prioritize system enhancements, and improve operations across the CX organization, ensuring that department goals are aligned, transparent, and managed effectively despite competing priorities and resource constraints.

Key Responsibilities:

Stakeholder Engagement & Prioritization:

• Act as the primary liaison between CX Services business stakeholders and development teams, aligning priorities and fostering collaborative relationships.
• Lead regular stakeholder sessions to drive involvement in the prioritization process, ensuring all CX partners are actively engaged and aligned with organizational goals.
• Manage expectations by transparently communicating progress on ServiceNow enhancements, clarifying how different priorities intersect, complement, or conflict.
• Maintain detailed backlog visibility in ServiceNow to help business partners understand request progression and prioritization.

Process Design & Improvement:

• Conduct in-depth analyses of current business processes across CX operations, including Professional Services, Customer Success, Global Technical Services, and other CX units, to identify gaps and propose streamlined, efficient solutions.
• Work with cross-functional teams within CX, such as Global Delivery Operations, Project Management Office, and Service Engineering, to design and improve workflows that enhance service delivery, aligning with the broader objectives of the CX organization.
• Collaborate with Customer Success Managers (CSMs) and Technical Support teams to optimize support processes in ServiceNow, ensuring seamless integration of tools and workflows that enhance the customer experience.
• Partner with Project Managers and development teams to drive key system enhancements, leveraging ServiceNow’s capabilities to support proactive monitoring, case management, and customer success initiatives.
• Support the optimization of Service Logistics and Return Merchandise Authorization (RMA) dispatching processes, ensuring smooth coordination and integration across Salesforce, ServiceNow, and SAP to improve hardware dispatch, tracking, and fulfillment workflows.
• Lead efforts to improve and automate service delivery processes across CX, enhancing communication, efficiency, and alignment among all CX stakeholders and business partners.

Backlog & Enhancement Management:

• Work closely with PMs, Product Owners, and technical teams to translate high-level business requirements into detailed user stories, epics, and actionable tasks for system enhancements in ServiceNow.
• Use tools such as ServiceNow, Jira, and Aha! to manage backlogs, capture requirements, and track enhancement progress.
• Conduct research and interviews to fully understand business needs, ensuring all enhancements are aligned with CX Services' strategic goals and provide measurable value.
• Oversee user acceptance testing (UAT) to validate that enhancements meet business expectations prior to deployment.

Design Thinking & Agile Transformation:

• Champion design thinking, facilitating workshops to reveal underlying business needs, drive collaboration, and innovate solutions within the ServiceNow platform.
• Support the adoption of agile methodologies within CX Services, embedding iterative, user-centric processes focused on delivering impactful solutions efficiently.

Experience :

• 5+ years of experience as a Business Systems Analyst with cloud-based enterprise applications in fast-paced environments.
• Direct experience with Professional Services or customer-facing organizations with complex operational requirements.
• Proficiency in integrating ServiceNow with other enterprise applications (e.g., SAP, Master Data Management, Salesforce).
• Hands-on experience with ServiceNow, particularly modules like Customer Service Management (CSM), Strategic Portfolio Management (SPM), and Field Service Management (FSM).
• Proven ability to manage complex backlogs using ServiceNow, Jira, and Aha!, balancing competing priorities effectively.
• Familiarity with design thinking methodologies and experience leading workshops to encourage innovative, user-centered design.
• Strong understanding of agile frameworks (e.g., SAFe) and proven success in guiding teams through agile transformation.
• Demonstrated skills in analyzing complex processes, gathering requirements, and translating them into actionable epics and user stories.
• Excellent interpersonal and communication skills with a track record of effective cross-functional collaboration.
• Strong organizational skills with the ability to prioritize multiple tasks in a dynamic environment.
• Experience with subscription-based platforms such as Salesforce CPQ and SAP.
• Expertise with ServiceNow CSM, SPM, and FSM, with knowledge of complex enterprise application integrations.
• Experience in managing product rules, validation rules, and workflow automation in Salesforce or similar platforms.
• Demonstrated success in facilitating change, especially within agile and transformative business environments.
• Bachelor’s degree in Information Systems, Business Administration, or a related field preferred.

Compensation: $66.00 - $88.02 per hour

ID#: 1370452