Business Analyst, NOW Engage Platform

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The Business Analyst for the NOW Engage Platform serves as the critical bridge between business requirements and technical implementation, ensuring ServiceNow's unified customer engagement platform delivers measurable value to Expert Services and Partner consultants globally. This role combines deep ServiceNow platform expertise with business process analysis to define, refine, and validate requirements that enable AI-native, accelerated implementations.
As a member of the NOW Engage Platform team, the Business Analyst works closely with the Director to translate strategic vision into actionable requirements, create process documentation and workflows, and ensure the platform supports the full delivery lifecycle from discovery through go-live. This individual must excel at stakeholder engagement, requirements elicitation, and driving organizational change across a complex, global delivery organization.
What you get to do in this role:
Requirements Definition & Management

• 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.

Business Process Analysis & Design

• 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.

Stakeholder Engagement & Change Management

• 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.

Platform Roadmap & Product Planning

• 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.

Documentation & Knowledge Management

• 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.

Testing & Quality Assurance Support

• 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.

Cross-Functional Collaboration

• 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.

Qualifications
To be successful in this role you have:

• 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 Qualifications

• 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).

Key Competencies & Attributes

• Systems thinking: Understands complex delivery ecosystems and their interdependencies.
• Relationship building: Quickly builds trust with diverse stakeholders.
• Consultative mindset: Uses curiosity and critical thinking to find root causes.
• Attention to detail: Ensures accurate documentation while working efficiently.
• Change leadership: Challenges norms and leads organizational transformation.
• Adaptability: Excels in shifting, ambiguous environments.
• Willingness to travel up to 25% annually for stakeholder engagement and platform support.

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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