The ServiceNow Business Systems Analyst role focuses on leading process transformation and optimization across ITSM, eGRC, and Physical Security domains. This position requires collaboration with business sponsors and stakeholders to define processes, identify gaps, and recommend solutions aligned with ServiceNow standards. The analyst will drive platform maturity and best practices while acting as a trusted advisor to ensure effective communication between business and delivery teams. Success in this role hinges on deep ServiceNow expertise and strong process leadership.

• 8+ years of hands-on ServiceNow experience leading enterprise-scale process transformation.
• 5+ years of experience with ITSM platforms, including Service Catalog, Knowledge, Asset Management, Incident/Change, CMDB, ITSM, eGRC, Physical Security, and Now Assist.
• 5+ years of global process and program management experience.
• Strong expertise in ServiceNow best practices.
• Excellent communication and stakeholder management skills.

• Lead end-to-end business process definition, re-engineering, and gap analysis across current and future-state processes.
• Translate business needs into clear documentation including process flows, gap analyses, roles/responsibilities, and solution recommendations.
• Identify process improvement opportunities and propose scalable solutions.
• Act as a trusted advisor to business stakeholders throughout the engagement lifecycle.
• Drive continuous improvement using process metrics, KPIs, dashboards, and accountability frameworks.
• Lead testing, UAT, and go-live readiness to ensure quality and adoption.
• Drive customer roadmap discussions, prioritization, and decision-making.
• Provide training and mentoring to services team members.

• Employees at Uber are often offered comprehensive health, life, disability, and mental wellness benefits, along with wellbeing stipends, travel medical coverage, and monthly Uber credits for Rides and Eats. Employees also get generous paid parental leave, flexible time off, and family-planning support so they can care for themselves and their families at every stage.