Charlotte - ServiceNow Senior Business Systems Analyst
ServiceNow Senior Business Systems Analyst- Remote or Hybrid | Cary, NC
Nice to meet you!
We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.
We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.
About the job
As a Senior Business Systems Analyst specializing in ServiceNow Customer Service Management (CSM) and Experience Management, you will play a critical role in designing, developing, implementing, and maintaining our ServiceNow platform to enhance customer service operations and user experience.Working closely with stakeholders across various departments, you will gather requirements, analyze business processes, and translate them into effective ServiceNow solutions. Additionally, you will act as a subject matter expert, aligning CSM and Experience Management capabilities with IT Service Management (ITSM) and IT Operations Management (ITOM) to ensure cohesive and integrated IT support.
As a ServiceNow Senior Business Systems Analyst, you will:
- Collaborate with business stakeholders to understand and document requirements for ServiceNow CSM and Experience Management implementations and enhancements, including Portals, Mobile, Virtual Agents, Chat, Search, Reports and Dashboards, Performance Analytics, Workspaces, Knowledge Management, Survey Management, Notifications, and Approvals.
- Design, configure, and customize ServiceNow CSM and Experience Management modules to meet business needs, leveraging best practices and industry standards.
- Conduct a comprehensive analysis of existing business processes, identifying opportunities for optimization and improvement through ServiceNow.
- Lead and participate in the entire lifecycle of ServiceNow projects, from requirements gathering to solution design, development, testing, deployment, and post-implementation support.
- Guide developers and admins on ServiceNow CSM and Experience Management configurations and best practices.
- Work closely with cross-functional teams to ensure seamless integration of ServiceNow with other IT systems and tools, with a particular focus on aligning with ITSM and ITOM.
- Develop and maintain detailed documentation, including system requirements, design specifications, test plans, and user guides.
- Stay current with ServiceNow platform updates, industry trends, and best practices to continuously improve our ServiceNow environment.
- 3-5 years of experience as a ServiceNow Business Systems Analyst, with a focus on CSM and Experience Management.
- 6-10 years of Business Analyst experience.
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Knowledge of Customer Service Management processes, including Case Management, Interactions, Virtual Agents, Advanced Work Assignments, and Knowledge.
- Strong understanding of Experience Management components in ServiceNow, including Portals, Virtual Agents, Workspaces, Reports, Dashboards, and Knowledge Management.
- Solid knowledge of IT Service Management (ITSM) processes, including incident management, change management, and service catalog.
- Familiarity with IT Operations Management (ITOM) concepts such as event management, discovery, and orchestration.
- Proven track record of successful ServiceNow implementations and enhancements, including requirements gathering, solution design, configuration, and testing.
- Proficiency in ServiceNow development technologies, including JavaScript, GlideScript, and ServiceNow APIs.
- ServiceNow certification(s) such as Certified System Admin (CSA), Certified Implementation Specialist (CIS), or Certificates for CSM, ITSM, and ITOM is a plus.
World-Class Benefits
Highlights include...- Comprehensive medical, prescription, dental and vision plans.
- Medical plan options include...
- PPO with low annual deductible and copays.
- HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
- Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
- An industry-leading 401k plan.
- Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
- Volunteer Time Off, parental leave and unlimited paid sick days.
- Generous childcare benefits for all full-time employees.
Diverse and Inclusive
At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.
Additional Information:
To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law.Read more: Know Your Rights. Also view the Pay Transparency notice.
Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment.SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
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