Business Systems Analyst

Business Systems Analyst - Onsite

Location : Santa Clar

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
• ssist 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
• ssess 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
• bility to engage technically with software engineers and understand system dependencies
• Strong analytical approach with attention to detail and excellent written and verbal communication skills
• bility to excel in a fast-paced, dynamic environment while delivering complex work efficiently and meeting tight deadlines
• bility to lead and influence technical teams in a matrixed environment
• bility 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
• cceptance Criteria Definition
• Technical Requirements Documentation
• Business Systems Analysis
• Sprint Execution Support
• UAT / User Acceptance Testing
• gile / 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
• I / Automation Tools