Sr. Business Systems Analyst, ServiceNow AI and Automation

TL;DR

Sr. Business Systems Analyst, ServiceNow AI and Automation (ServiceNow AI): Partner with business stakeholders and ServiceNow developers to align platform solutions with business outcomes, with an accent on scaling AI-assisted and automated workflows across IT Service Management. Focus on translating ambiguous needs into pragmatic requirements and solution designs, defining guardrails and success metrics, and driving adoption of self-service automation to reduce manual effort.

Location: USA - Remote

Salary: $125,000 - $180,000 per year

Company

Global cybersecurity company building an AI-native platform to stop breaches and protect modern organizations.

What you will do

• Maintain a prioritized strategic roadmap and coordinate enhancements and projects across the ServiceNow platform.
• Translate business needs into scalable functional and technical requirements for AI-assisted and automated workflows.
• Design and enable automation using ServiceNow capabilities (NOW Assist GenAI for Enterprise, Flow Designer, orchestration, Virtual Agent, decision logic, and integrations).
• Define guardrails, acceptance criteria, and success metrics for automation and AI-assisted solutions.
• Own functional deliverables: process definition, requirements gathering, fit/gap analysis, functional design, testing, training, reporting, and continuous improvement.
• Drive adoption of self-service and automation; ensure consistency and quality of automation-related data across ServiceNow and integrated systems.

Requirements

• Location: Must be based in the USA (remote)
• Bachelor’s degree (technical degree preferred).
• 10+ years implementing/configuring/administering SaaS business systems, including at least 4 years of ServiceNow experience.
• Proven experience using AI technologies to enhance decision-making and streamline workflows/processes.
• Strong ServiceNow platform experience across multiple workflows (e.g., ITSM, HRSD, CSM, Employee Center).
• Strong understanding of ITSM and ITIL best practices (Incident, Problem, Change, Knowledge, Configuration, Asset) and experience with Agile/Kanban/Scrum or other SDLC methodologies.

Culture & Benefits

• Comprehensive physical and mental wellness programs.
• Competitive vacation and holidays; paid parental and adoption leaves.
• Professional development opportunities for all employees.
• Market-leading compensation and equity awards; comprehensive benefits package (including health insurance and 401k).
• Employee networks and volunteer opportunities; vibrant office culture with world-class amenities.

Hiring process

• Interviews focused on ServiceNow/ITSM experience, automation and AI-assisted workflow design, and stakeholder collaboration.
• Discussion of functional deliverables, requirements/fit-gap approach, and how success metrics and guardrails are defined.