Business System Analyst : ServiceNow People Operations

About the Role

This role is responsible for leading end-to-end ServiceNow process transformation and optimization across People Operations. This individual partners closely with business sponsors and stakeholders to define current and future-state processes, identify gaps, and recommend scalable, best-practice solutions aligned with ServiceNow standards. Acting as a trusted advisor, the role bridges business requirements and delivery teams, drives roadmap decisions, oversees testing and adoption, and promotes continuous improvement through metrics and governance. Success in this role requires deep ServiceNow expertise, strong process leadership, and the ability to translate complex technical concepts into clear, actionable outcomes for global, cross-functional teams

We are seeking an experienced ServiceNow Business Systems Analyst with 8+ years of expertise to join our team. The Business Analyst will be responsible for managing, maintaining, and optimizing the ServiceNow platform, with a primary focus on People Operations, HR Service Delivery (HRSD) Case Management, Employee Workflows, Now Assist. This role will be pivotal in driving platform maturity and best practices through a consultative, process-driven approach, partnering closely with business sponsors, product owners, and delivery teams. The ideal candidate will lead process definition and re-engineering workshops, perform gap analysis, recommend scalable solutions, and translate business requirements into effective ServiceNow designs—acting as a trusted advisor while ensuring solutions align with enterprise standards, governance, and long-term roadmap objectives.

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

1. Lead end-to-end business process definition, re-engineering, and gap analysis across current and future-state processes through stakeholder workshops.
2. Translate business needs into clear documentation including process flows, gap analyses, roles/responsibilities, and solution recommendations.
3. Identify process improvement opportunities and propose scalable solutions, outlining benefits, risks, and trade-offs.
4. Act as a trusted advisor to business stakeholders throughout the engagement lifecycle.
5. Drive continuous improvement using process metrics, KPIs, dashboards, and accountability frameworks.
6. Bridge business and delivery teams by clearly communicating People Operations, HR Service Delivery (HRSD) Case Management, Employee Workflows, Now Assist requirements, ensuring solutions meet expectations.
7. Lead testing, UAT, and go-live readiness, ensuring quality and adoption.
8. Drive customer roadmap discussions, prioritization, and decision-making.
9. Provide training and mentoring to service team members.
10. Contribute to the creation, adoption, and maintenance of best practices, standards, and governance models.
11. Deliver against defined workflow practice KPIs and individual performance metrics.

---- Basic Qualifications ----

1. Strong expertise in ServiceNow best practices
2. 5+ years of experience with ITSM platforms, including People Operations, HR Service Delivery (HRSD) Case Management, Employee Workflows, Now Assist
3. 5+ years of global process and program management experience.
4. Hands-on experience creating update sets, managing multi-instance deployments, testing, and production releases.
5. Proven experience documenting People Operations processes, gap analysis, and solution designs.
6. Solid understanding of ServiceNow fundamentals and latest releases.
7. Excellent communication and stakeholder management skills, with the ability to explain complex technical concepts to non-technical audiences.
8. Strong ownership mindset with the ability to work independently and take initiative.
9. 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.
10. Bachelor’s degree (or equivalent), preferably in Information Technology.
11. ITIL Practitioner/Service Manager and BPM certification preferred

---- Preferred Qualifications ----

1. 8+ years of ServiceNow experience driving end-to-end transformation across People Operations, HRSD Case Management, Employee Workflows, and Now Assist, with strong adherence to out-of-the-box best practices.
2. Proven ability to act as a trusted advisor to HR and People Ops leaders, translating complex business needs into scalable, user-centric ServiceNow solutions and influencing roadmap decisions.
3. Demonstrated expertise in global process re-engineering and optimization, leveraging metrics, KPIs, and governance to improve efficiency, quality, and employee experience.
4. Strong technical foundation with hands-on experience managing multi-instance environments, update sets, testing/UAT, and production deployments in enterprise settings.
5. Excellent communicator and facilitator, capable of bridging HR, product, and delivery teams, leading workshops, training sessions, and driving adoption across diverse, global stakeholders.
6. ServiceNow System Administrator certification preferred.

For San Francisco, CA-based roles: The base salary range for this role is USD$135,000 per year - USD$150,000 per year.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$135,000 per year - USD$150,000 per year.

For all US locations, you will be eligible to participate in Uber's bonus program, and 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. More details can be found at the following link https://jobs.uber.com/en/benefits.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.