Western Governors University · 5 hours ago
ServiceNow Business Systems Analyst
United States
Full-time
Remote
Entry, Mid Level
$73K/yr - $109K/yr
2+ years expWestern Governors University is committed to expanding access to higher education through online, competency-based degree programs. The ServiceNow Business Systems Analyst will develop a robust understanding of business processes and system architectures, troubleshoot system issues, and recommend business process changes to enhance efficiency and student experiences.
Higher Education
Responsibilities
Develops a robust understanding and application of current and historical business processes, system architectures, interfaces and data access methods to ensure the most favorable experience for students and employees
Diagnoses and troubleshoots system interface and data integration issues for current processes and programs, leveraging strong coding skills and expertise in architecture design
Diagnoses and recommends business process changes to increase efficiency and create cost-saving outcomes
Ensures changes to business processes are implemented correctly and align with strategic direction
Conducts research into applicable systems and possible alternatives to provide more informed recommendations to business or IT related changes
Represents system architecture with leadership, employees, and external stakeholders on behalf of department users
Plans and presents proposals for system upgrades and new system architectures that support and deliver desired outcomes
Develops, tests, and implements software systems using strong coding skills and system architecture design
Emerging subject matter expert in database management, system architecture, Excel, higher education systems and customer relationship management (CRM) system
Integrates third-party products with existing infrastructure and optimizes performance for high utilization environments
Develops training and informational documentation for users internal and external to department, gathering and receiving approval for information from stakeholders across the university
Performs quality control audits for data integrity, system process administration and provides solutions to enhance user navigation of programs and processes
Builds and maintains strong relationships with multiple and diverse team members such as technology, project management and other internal and external stakeholders
Gathers project requirements from stakeholders across multiple departments
Leads configuration-based changes that ensure business processes and procedures are upheld
Manages multiple projects concurrently, applying appropriate project management techniques such as Agile and waterfall as needed
Creates and maintains comprehensive project and technical documentation, ensuring all stakeholders have clear visibility and access
Oversees the system interface between key department programs and software
Collects and analyzes feedback from users to enhance staff and student experiences, leading to improved satisfaction scores
Updates and documents technical procedures and processes
Writes, reviews, and executes unit tests to ensure high-quality code delivery
Engages in performance tuning and optimization of systems for enhanced reliability and efficiency
Performs other job-related duties as assigned
Qualification
Required
Solid understanding of when to apply configuration and when to apply custom code
Write clean, scalable, and efficient code following best practices and coding standards
Up to date knowledge of latest releases in customer relationship management (CRM) system, such as Salesforce, Excel, ServiceNow and/or other database management programs and processes
A deep knowledge and understanding of system administration and architecture
Ability to vet, select, and implement new CRM systems or other data related technology solutions
A knowledge and understanding of workflow automation platforms
Technologically competent with data analysis, database navigation, data interpretation and MS Office suite programs
Proficiency in coding languages and software development practices
Strong understanding of unit testing and performance tuning techniques
Strong analytical skills
Excellent leadership and project management skills
Self-starter with a strong ability to use initiative and work autonomously under tight deadlines
Works well in a team environment
Excellent verbal and writing communication
Skilled in analyzing and interpreting data trends, with the ability to translate technical concepts for non-technical stakeholders
Strong verbal and written communications abilities with a customer focus
Strong technical and problem-solving skills
Bachelor's degree in computer science, Data Analytics, Engineering or a related field
2 or more years of related experience
Preferred
Master's degree in operations research, Optimization Research, Business Administration, Business Technology
Data Analytics Certification or applicable certification
ServiceNow or other Customer Relations Management (CRM) Certification
ServiceNow or other Customer Relations Management (CRM) or Advanced Administrator Certification
ITIL certifications (v4 or later)
A+, Network+, or Security+ certification
Experience constructing and running basic SQL queries
Experience developing and analyzing Power BI reports
Benefits
Bonuses
Medical, dental, vision, telehealth and mental healthcare
Health savings account and flexible spending account
Basic and voluntary life insurance
Disability coverage
Accident, critical illness and hospital indemnity supplemental coverages
Legal and identity theft coverage
Retirement savings plan
Wellbeing program
Discounted WGU tuition
Flexible paid time off for rest and relaxation with no need for accrual
Flexible paid sick time with no need for accrual
11 paid holidays
Other paid leaves, including up to 12 weeks of parental leave
Company
Western Governors University
Western Governors University focuses on improving lives by creating pathways to opportunity for its students.
5001-10000 employees
H1B Sponsorship
Western Governors University 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 (6)
2024 (4)
2023 (12)
2022 (30)
2021 (17)
2020 (37)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Kauffman Foundation
2025-05-08Grant
Leadership Team
Stephen Herzig
Vice President of Enterprise Solutions
Kacey Thorne
Senior Director, Academic Strategic Initiatives
Recent News
2025-12-02
Company data provided by crunchbase