Sr. Business Systems Analyst, ServiceNow AI and Automation

Location: Remote within the United States; listed location is Austin, Texas

Salary: $125,000–$180,000 per year, plus eligibility for bonuses and equity awards

Company

CrowdStrike is a global cybersecurity company protecting organizations with an AI-native platform and large-scale distributed systems.

What you will do

• Partner with business stakeholders to maintain a strategic ServiceNow roadmap and coordinate platform enhancements and projects.
• Translate business needs into scalable functional and technical requirements, development stories, and solution designs.
• Design AI-assisted, automated, and self-service workflows using NOW Assist GenAI, Flow Designer, orchestration, Virtual Agent, decision logic, and integrations.
• Define guardrails, acceptance criteria, success metrics, and data-quality standards for automation solutions.
• Collaborate with developers and architects while owning process definition, fit-gap analysis, testing, training, reporting, and continuous improvement.
• Support ServiceNow capabilities including CMDB, CSDM, Employee Center Pro, Asset and Configuration Management, and related services.

Requirements

• Bachelor’s degree, preferably in a technical field.
• 10+ years of experience implementing, configuring, and administering SaaS business systems, including at least 4 years with ServiceNow.
• Strong ServiceNow experience across multiple workflows such as ITSM, HRSD, CSM, and Employee Center.
• Experience designing AI-enhanced automation and self-service solutions and translating ambiguous business problems into pragmatic implementations.
• Strong understanding of ITSM and ITIL practices, including Incident, Problem, Change, Knowledge, Configuration, and Asset Management.
• Excellent stakeholder engagement, facilitation, communication, and senior-leadership presentation skills, with experience in Agile, Kanban, Scrum, or other SDLC methods.

Nice to have

• Experience with ServiceNow Now Assist, enterprise copilots, internal AI tools, AI-assisted workflows, or the ServiceNow AI Control Tower.
• Knowledge of AI governance, risk management, and responsible AI use.
• ServiceNow certifications, ITIL Foundation v3 or higher, or experience with Performance Analytics.
• Knowledge of CMDB, CSDM, Employee Center Pro, and Asset and Configuration Management.

Culture & Benefits

• Flexible, autonomous work environment with an AI-first approach to experimentation and innovation.
• Health and wellness programs, competitive vacation and holidays, and paid parental and adoption leave.
• Professional development opportunities, employee networks, neighborhood groups, and volunteer activities.
• Bonuses, equity awards, health insurance, 401(k), and paid time off.
• Equal opportunity workplace with support for veterans and individuals with disabilities.