ServiceNow is hiring a Senior Staff Business Systems Analyst for our Customer Success Platform (CSP). In this role, you will act as the strategic link between post-sales functional teams and the CSP technical delivery organization, translating business processes and pain points into clear requirements that shape platform design and priorities.
What You'll Do
- Lead business architecture mapping for post-sales functions, including process, capability, and system interdependencies.
- Define and maintain a holistic view of how business capabilities, data flows, and workflows connect across the platform.
- Identify opportunities for simplification, standardization, and reuse across business domains.
- Serve as the primary business point of contact for 1 or more post-sales functional teams (e.g., Renewals, Resource Management).
- Conduct ongoing discovery sessions with practitioners, leaders, and end users to understand current processes, challenges, and improvement opportunities.
- Map workflows, personas, and key pain points to identify where CSP can drive efficiency, collaboration, and automation.
- Capture and prioritize feature requests, system requirements, and experience enhancements for each function.
- Translate business needs into detailed, structured requirements for CSP technical teams.
- Partner closely with solution architects and engineers to ensure functional intent is accurately reflected in platform design.
- Define success criteria, own end-to-end UAT planning, test case development, and stakeholder engagement.
- Manage and refine a backlog of business demands, balancing quick wins with long-term roadmap priorities.
- Partner with architects and delivery teams to validate feasibility, trade-offs, and sequencing.
- Own capability roadmap transparency for assigned functions, ensuring leaders understand what’s planned and in progress.
- Communicate changes, releases, and progress updates in partnership with CSP Change & Comms Managers.
- Coordinate with other Business Product Managers to identify cross-functional dependencies and drive alignment.
- Support quarterly planning sessions and executive updates to represent functional perspectives.
- Escalate cross-functional blockers or misalignments early with proposed solutions.
- Gather feedback and usage insights post-launch to inform continuous improvement cycles.
- Partner with Analytics teams to measure adoption and business outcomes for new CSP capabilities.
- Identify process standardization opportunities across functions to improve scale and platform consistency.
- Champion adoption of capabilities within assigned functions.
What We're Looking For
- 12+ years of experience as a Business Analyst with verifiable experience working directly with customers to improve their experiences.
- 12+ years in business analysis, product management, or customer success operations within a SaaS or enterprise environment.
- Demonstrated experience in business architecture including process modeling, capability mapping, and system-to-system dependency analysis.
- Deep understanding of post-sales motions (Customer Success, Renewals, Professional Services, Support, etc.).
- Proven ability to translate complex business requirements into clear, prioritized technical demands.
- Strong facilitation and stakeholder management skills across business and technical audiences.
- Excellent written and verbal communication skills, with the ability to synthesize information and drive alignment.
- Experience mentoring peers and leading cross-functional transformation initiatives.
- Passion for technology and new ideas to improve the way people work using our products.
- Experience defining the customer experience and personalizing the user journey across a cloud fulfillment ecosystem.
- Experience creating and improving processes solutions optimization and scalability.
- Ability to tell our digital transformation story to a wide audience.
- Ability to determine the best investments for the future.
- Experience analyzing business situations and working within a group environment to provide efficient software solutions.
- Experienced in preparing as-is process documentation, to-be process documentation, and performing detailed gap analysis.
- Experience completing multiple, complex technical projects.
- Should enjoy working in a collaborative environment.
- Experience designing optimized customer experiences in either CSM, CRM, or HCM.
- Expertise in guiding, mentoring, and providing direction to team members.
- Ability to contribute to several projects.
Nice to Have
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Experience with CRM or success platforms (e.g., Gainsight, Salesforce, ServiceNow) preferred.
Team & Environment
You will serve as the liaison between post-sales functional teams and the CSP technical delivery organization.
Benefits & Compensation
- Health plans, including flexible spending accounts.
- 401(k) Plan with company match.
- ESPP.
- Matching donations.
- Flexible time away plan.
- Family leave programs.
- Compensation range: $165,500 - $289,600 + equity (when applicable).
Work Mode
This position operates on a global work mode.
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
