ServiceNow · 23 hours ago
Business Analyst, NOW Engage Platform
United States
Full-time
Remote
Senior Level
5+ years expServiceNow is a global market leader in innovative AI-enhanced technology, and they are seeking a Business Analyst for the NOW Engage Platform. This role serves as a bridge between business requirements and technical implementation, focusing on delivering value to Expert Services and Partner consultants globally.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Gather and document business and functional requirements for the NOW Engage platform via stakeholder input and process review
Develop epics, user stories, acceptance criteria, and traceability matrices linking needs with features
Prioritize the requirements backlog with the Product Owner to support delivery speed and AI integration
Confirm requirements are feasible and effective with technical architects and developers
Review current delivery workflows to find inefficiencies and areas for improvement
Create future-state process diagrams using NOW Engage to simplify consultant tasks and add AI-driven features
Identify standardization opportunities and enforce compliance through automation
Build relationships with key stakeholders
Run requirements workshops and validation sessions with global participants
Develop strategies and communications to boost platform adoption and reduce resistance
Represent end users and champion consultant experience during development
Work with the Director to align the NOW Engage roadmap with business goals and technical needs
Analyze competitors and industry trends for platform improvements
Join planning sessions and define business value for every development cycle
Prepare and update key documents: BRDs, specs, guides, and training material
Draft SOPs and playbooks for different consultant roles and engagements
Ensure requirement traceability for compliance and governance
Build data dictionaries and glossaries for consistent terminology platform-wide
Define test scenarios and acceptance criteria that match business needs and user expectations
Coordinate UAT, collect pilot feedback, and confirm functionality meets requirements
Assist with defect triage, clarifying issues and their business impact with technical teams
Review post-implementation results to assess outcomes and improvement areas
Ensure business requirements are translated into effective technical solutions with the Technical Architect
Validate requirements and acceptance criteria with consulting vendors for outsourced projects
Align requirements with security, compliance, and data governance by working with Digital Technologies and Data Privacy teams
Qualification
Required
5+ years as a business analyst with expertise in requirements gathering, process analysis, and stakeholder management
At least 3 years using the ServiceNow platform, including CSM, SPM, or similar products
Skilled in process and data flow diagramming, use cases, and business analysis documentation
Experience handling complex requirements for multiple stakeholders with varying priorities
Excellent communication skills, able to convey technical information to business teams and vice versa
Background in Agile/Scrum with user story development and sprint planning knowledge
Strong organizational abilities, managing multiple tasks and maintaining thorough documentation
Preferred
ServiceNow CSA or CIS certification(s)
Experience in professional services or consulting, with knowledge of delivery methods and consultant workflows
Understanding of AI/GenAI and defining requirements for AI-integrated platforms or autonomous workflows
Familiarity with change management and leading tool/process adoption at scale
Process improvement experience (e.g., Lean, Six Sigma)
Experience managing external vendors or outsourced development with clear standards
Knowledge of the ServiceNow Partner ecosystem and multi-tenant platform access needs
Business analyst certification (CBAP or equivalent)
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
William McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
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