Business Systems Analyst

Business Systems Analyst - Onsite
Location : Santa Clara
Working Mode: Hybrid 3 days from office


We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
The Skills & Learning pod is looking for a hands-on Sr. Technical Product Analyst to serve as an execution-focused partner to our TPM and engineering teams. This is a high-impact role for someone who thrives in the details breaking down complex requirements, driving story refinement, and keeping development momentum going in real time. You will anticipate and proactively remove obstacles that slow down or prevent the team from delivering on outcomes.
What You Get to Do
Partner with the product and engineering teams to break down features into well-defined user stories with clear acceptance criteria and regression use cases
Define detailed technical requirements incorporating written and visual techniques such as user journey diagrams, sequence diagrams, and data flows
Collect, document, and track technical questions and dependencies; ensure timely resolution to keep sprint execution on track
Provide real-time execution support during sprints engaging directly with the dev team to unblock issues and drive story progress in the moment
Assist with technical analysis and solutioning discussions, helping translate business requirements into actionable engineering tasks
Support UAT execution as first-line tester identifying initial defects, validating steps and dependencies, and preparing for business sign-off
Assess technical feasibility and constraints, seeking support from other tech teams when necessary
Define and track key execution metrics and flag risks and blockers proactively across sprints
Collaborate with cross-functional teams including engineering, design, analytics, and enterprise architects to align on priorities and delivery
Support enablement and adoption of new features with internal stakeholders and end users
Qualifications
3+ years of experience in a BSA, technical analyst, or TPM role within an enterprise software environment
Strong experience writing and refining user stories, acceptance criteria, and test cases
Well-versed in agile methodologies and tools including Confluence, Jira, and Slack with hands-on agile/scrum experience
Ability to engage technically with software engineers and understand system dependencies
Strong analytical approach with attention to detail and excellent written and verbal communication skills
Ability to excel in a fast-paced, dynamic environment while delivering complex work efficiently and meeting tight deadlines
Ability to lead and influence technical teams in a matrixed environment
Ability to work across time zones, including availability to support IDC-based engineering teams
Preferred Qualifications
Background in software development, software testing, or technical consulting; experience with the Now Platform is a plus
Familiarity with UAT processes and defect tracking tools
Prior experience supporting skills intelligence, career development, or workforce technology workstreams
Experience with AI or automation tooling in an enterprise product context

Core Skills
User Story Writing
Acceptance Criteria Definition
Technical Requirements Documentation
Business Systems Analysis
Sprint Execution Support
UAT / User Acceptance Testing
Agile / Scrum
Defect Tracking
Incidents monitoring, triage and resolution
Change Request (CR) deployment validations and SMOKE testing
Data & Reporting
Dashboard Development
KPI / Metrics Tracking
Reporting & Analytics
Data Analysis
OKR Tracking
Performance Metrics Definition
Tools
Jira
Confluence
Slack
Tableau or Power BI
Technical
Now Platform (ServiceNow)
Data Flow Mapping
System Dependency Analysis
Cross-functional Collaboration
Nice to Have
Skills Intelligence
AI / Automation Tools