ServiceNow Senior Business Systems Analyst

Burger King - Cary, NC

Full-time - Mid Level

Remote - Cary, NC

Food Services and Drinking Places

About the position

As a Senior Business Systems Analyst specializing in ServiceNow Customer Service Management (CSM) and Experience Management, you will be responsible for enhancing customer service operations and user experience through the design, development, implementation, and maintenance of the ServiceNow platform. This role involves collaborating with various stakeholders to gather requirements, analyze business processes, and translate them into effective ServiceNow solutions, while ensuring integration with IT Service Management (ITSM) and IT Operations Management (ITOM).

Responsibilities

• Collaborate with business stakeholders to understand and document requirements for ServiceNow CSM and Experience Management implementations and enhancements.
• Design, configure, and customize ServiceNow CSM and Experience Management modules to meet business needs.
• Conduct a comprehensive analysis of existing business processes, identifying opportunities for optimization and improvement through ServiceNow.
• Lead and participate in the entire lifecycle of ServiceNow projects, from requirements gathering to solution design, development, testing, deployment, and post-implementation support.
• Guide developers and admins on ServiceNow CSM and Experience Management configurations and best practices.
• Work closely with cross-functional teams to ensure seamless integration of ServiceNow with other IT systems and tools.
• Develop and maintain detailed documentation, including system requirements, design specifications, test plans, and user guides.
• Stay current with ServiceNow platform updates, industry trends, and best practices.

Requirements

• 3-5 years of experience as a ServiceNow Business Systems Analyst, with a focus on CSM and Experience Management.
• 6-10 years of Business Analyst experience.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Knowledge of Customer Service Management processes, including Case Management, Interactions, Virtual Agents, Advanced Work Assignments, and Knowledge.
• Strong understanding of Experience Management components in ServiceNow, including Portals, Virtual Agents, Workspaces, Reports, Dashboards, and Knowledge Management.
• Solid knowledge of IT Service Management (ITSM) processes, including incident management, change management, and service catalog.
• Familiarity with IT Operations Management (ITOM) concepts such as event management, discovery, and orchestration.
• Proven track record of successful ServiceNow implementations and enhancements, including requirements gathering, solution design, configuration, and testing.
• Proficiency in ServiceNow development technologies, including JavaScript, GlideScript, and ServiceNow APIs.

Nice-to-haves

• ServiceNow certification(s) such as Certified System Admin (CSA), Certified Implementation Specialist (CIS), or Certificates for CSM, ITSM, and ITOM.

Benefits

• Comprehensive medical, prescription, dental and vision plans.
• An industry-leading 401k plan.
• Generous time away including vacation time, a variety of paid holidays, and a U.S. Winter Wellness Break.
• Volunteer Time Off, parental leave, and unlimited paid sick days.
• Generous childcare benefits for all full-time employees.