Senior Staff Business Systems Analyst

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 Customer Success Platform (CSP) Senior Business Systems Product Manager serves as the strategic liaison between post-sales functional teams and the CSP technical delivery organization.
This role is responsible for deeply understanding the business processes, pain points, and workflow needs of assigned customer success functions - and translating those insights into clear, actionable requirements that inform platform design, configuration, and prioritization.
CSP Business Product Managers ensure that what we build truly reflects how our teams work. They shape the CSP roadmap by representing the voice of their assigned functions, maintaining tight alignment between business objectives, user experience, and technical execution.
They also play a key communication role - keeping stakeholders informed of roadmap progress, decisions, and upcoming changes, while ensuring the CSP Change & Comms team is equipped to cascade updates across the organization.
Key Responsibilities
1. Business Architecture & Functional Alignment• Lead business architecture mapping for post sales functions, including process, capability and system interdependencies.• Define and maintain a holistic view of how business capabilities, data flows, and workflows connect across the platform.• Identify opportunities for simplification, standardization, and reuse across business domains.
2. Functional Partnership & Discovery• Serve as the primary business point of contact for 1 or more post-sales functional teams (e.g., Renewals, Resource Management, Escalation Management, Product Experts).• Conduct ongoing discovery sessions with practitioners, leaders, and end users to understand their current processes, challenges, and identify improvement opportunities.• Map workflows, personas, and key pain points to identify where CSP can drive efficiency, collaboration, and automation.• Capture and prioritize feature requests, system requirements, and experience enhancements for each function.
3. Requirements Definition & Delivery Support• Translate business needs into detailed, structured requirements for the CSP technical teams (e.g., CCX, Data, Platform Engineering).• Partner closely with solution architects and engineers to ensure functional intent is accurately reflected in the platform design.• Define success criteria, own end to end UAT planning, test case development, and stakeholder engagement to ensure delivered capabilities meet business needs.• Manage and refine a backlog of business demands, balancing quick wins with long-term roadmap priorities.• Partner with architects and delivery teams to validate feasibility, trade-offs, and sequencing.
4. Roadmap Alignment & Stakeholder Communication• Own capability roadmap transparency for assigned functions - ensuring leaders and practitioners understand what's planned, what's in progress, and what's next.• Communicate changes, releases, and progress updates in partnership with the CSP Change & Comms Managers to ensure consistent messaging across all audiences.• Coordinate with other Business Product Managers to identify cross-functional dependencies and drive alignment across teams.• Support quarterly planning sessions and executive updates to represent functional perspectives on priorities and adoption needs.• Escalate cross-functional blockers or misalignments early with proposed solutions.
5. Insights & Continuous Improvement• Gather feedback and usage insights post-launch to inform continuous improvement cycles.• Partner with Analytics teams to measure adoption and business outcomes for new CSP capabilities.• Identify process standardization opportunities across functions to improve scale and platform consistency.• Champion adoption of capabilities within assigned functions.
Qualifications
To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 12+ years of experience as a Business Analyst with verifiable experience working directly with customers to improve their experiences
• 12+ years of experience in business analysis, product management, or customer success operations within a SaaS or enterprise environment.
• • Demonstrated experience in business architecture including process modeling, capability mapping, and system-to-system dependency analysis.
• • Deep understanding of post-sales motions (Customer Success, Renewals, Professional Services, Support, etc.).
• • Proven ability to translate complex business requirements into clear, prioritized technical demands.
• • Strong facilitation and stakeholder management skills across business and technical audiences.
• • Experience with CRM or success platforms (e.g., Gainsight, Salesforce, ServiceNow) preferred.
• • Excellent written and verbal communication skills, with the ability to synthesize information and drive alignment.
• • Experience mentoring peers and leading cross-functional transformation initiatives.
• Deliverables & Partnerships
• • Documented business architecture (processes, capabilities, dependencies, personas).
• • Capability roadmap and prioritization (2-3 quarters out).
• • Current-state process and workflow documentation
• • Well documented business requirements and UAT validation results
• • Stakeholder communication, release summaries and Demo VODs
• • Quarterly adoption and impact review summary
• • Maintain status summary for assigned functions (new requirements, risks, progress report, recent wins, what's coming next, etc.).
• • Active participation in planning, governance, and continuous improvement along with business value mapping.
• Passion for technology and new ideas to improve the way people work using our products and the possibilities that come from building excellent customer experiences
• Experience defining the customer experience and personalizing the user journey across a cloud fulfillment ecosystem
• Experience creating and improving processes solutions optimization and scalability
• Ability to tell our digital transformation story to the wide audience
• Ability to determine the best investments for the future
• Experience analyzing business situations and working within a group environment to provide efficient software solutions
• Experienced in preparing as-is process documentation, to-be process documentation, and performing detailed gap analysis
• Experience completing multiple, complex technical projects
• Should enjoy working in a collaborative environment
• Experience designing optimized customer experiences in either CSM, CRM, or HCM
• Expertise in guiding, mentoring and providing direction to the team members
• Ability to contribute to several projects

• FD21

For positions in this location, we offer a base pay of $165,500 - $289,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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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