Uber · 22 hours ago
Business System Analyst : ServiceNow Platform
Sunnyvale, CA
Full-time
Onsite
Senior Level, Lead/Staff
$135K/yr - $150K/yr
8+ years expUber is a leading technology company seeking a ServiceNow Business Systems Analyst to lead process transformation and optimization across various domains. The role involves collaborating with stakeholders to define processes, identify gaps, and recommend solutions while ensuring alignment with ServiceNow standards and promoting continuous improvement.
LogisticsMobile AppsRide SharingSoftwareTransportation
Responsibilities
Lead end-to-end business process definition, re-engineering, and gap analysis across current and future-state processes through stakeholder workshops
Translate business needs into clear documentation including process flows, gap analyses, roles/responsibilities, and solution recommendations
Identify process improvement opportunities and propose scalable solutions, outlining benefits, risks, and trade-offs
Act as a trusted advisor to business stakeholders throughout the engagement lifecycle
Drive continuous improvement using process metrics, KPIs, dashboards, and accountability frameworks
Bridge business and delivery teams by clearly communicating ITSM, eGRC, and Physical Security requirements, ensuring solutions meet expectations
Lead testing, UAT, and go-live readiness, ensuring quality and adoption
Drive customer roadmap discussions, prioritization, and decision-making
Provide training and mentoring to services team members
Contribute to the creation, adoption, and maintenance of best practices, standards, and governance models
Deliver against defined workflow practice KPIs and individual performance metrics
Qualification
Required
8+ years of expertise in ServiceNow
Managing, maintaining, and optimizing the ServiceNow platform
Primary focus on ITSM, CMDB, Now Assist, eGRC, and Platform Foundations
Lead end-to-end business process definition, re-engineering, and gap analysis across current and future-state processes through stakeholder workshops
Translate business needs into clear documentation including process flows, gap analyses, roles/responsibilities, and solution recommendations
Identify process improvement opportunities and propose scalable solutions, outlining benefits, risks, and trade-offs
Act as a trusted advisor to business stakeholders throughout the engagement lifecycle
Drive continuous improvement using process metrics, KPIs, dashboards, and accountability frameworks
Bridge business and delivery teams by clearly communicating ITSM, eGRC, and Physical Security requirements, ensuring solutions meet expectations
Lead testing, UAT, and go-live readiness, ensuring quality and adoption
Drive customer roadmap discussions, prioritization, and decision-making
Provide training and mentoring to services team members
Contribute to the creation, adoption, and maintenance of best practices, standards, and governance models
Deliver against defined workflow practice KPIs and individual performance metrics
Strong expertise in ServiceNow best practices
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
Hands-on experience creating update sets, managing multi-instance deployments, testing, and production releases
Proven experience documenting ITSM processes, gap analysis, and solution designs
Solid understanding of ServiceNow fundamentals and latest releases
Excellent communication and stakeholder management skills, with the ability to explain complex technical concepts to non-technical audiences
Strong ownership mindset with the ability to work independently and take initiative
Demonstrated ability to use AI-assisted tools (e.g., GenAI, workflow automation, analytics assistants) to accelerate program planning, requirements definition, risk analysis, documentation, and stakeholder communication in a production environment
Bachelor's degree (or equivalent), preferably in Information Technology
ITIL Practitioner/Service Manager and BPM certification
Preferred
8+ years of hands-on ServiceNow experience leading enterprise-scale process transformation across ITSM, CMDB, eGRC, Physical Security, and Now Assist, with a strong bias toward out-of-the-box best practices
Proven ability to act as a trusted advisor to senior business stakeholders, translating complex requirements into scalable ServiceNow solutions and influencing roadmap and prioritization decisions
Demonstrated experience driving global process re-engineering, gap analysis, and continuous improvement using metrics, KPIs, and governance frameworks
Strong technical foundation with experience managing multi-instance environments, update sets, testing/UAT, and production releases in large enterprises
Excellent communicator with the ability to bridge business and delivery teams, simplify complex technical concepts, and lead workshops, training, and stakeholder forums effectively
ServiceNow System Administrator certification
Benefits
You will be eligible to participate in Uber's bonus program
May be offered an equity award & other types of comp
All full-time employees are eligible to participate in a 401(k) plan
You will also be eligible for various benefits
Company
Uber
Uber develops, markets, and operates a ride-sharing mobile application that allows consumers to submit a trip request.
10001+ employees
H1B Sponsorship
Uber 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 (830)
2024 (796)
2023 (684)
2022 (954)
2021 (750)
2020 (638)
Funding
Current Stage
Public CompanyTotal Funding
$35.56BKey Investors
William AckmanPayPalToyota Motor
2025-09-08Post Ipo Debt· $2.25B
2025-05-13Post Ipo Debt· $1B
2025-01-01Post Ipo Equity· $2.3B
Leadership Team
Dara Khosrowshahi
CEO
Prashanth Mahendra -Rajah
Chief Financial Officer
Recent News
Press Telegram
2026-02-05
Company data provided by crunchbase