Business Systems Analyst (BSA) - Phoenix, AZ | Columbus, OH | Dallas, TX - Onsite

• Support employee experience, self-service adoption, and service catalog workflows.
• Support and manage the product backlog, including epics, features, and user stories.
• Gather, analyze, and document business and system requirements.
• Translate business needs into clear functional specifications and acceptance criteria.
• Assist in prioritizing work based on value, risk, and dependencies.
• Maintain a ready backlog for upcoming sprints.
• Participate in Agile ceremonies and coordinate with cross-team stakeholders.
• Partner with business stakeholders to understand current challenges and future needs.
• Support roadmap planning aligned with business priorities.
• Facilitate discovery sessions and document current-to-future state processes.
• Communicate requirements, changes, and priorities clearly.
• Drive standardization and reduce unnecessary customization.
• Collaborate with architects and engineers to design scalable solutions.
• Align solutions with ServiceNow best practices, CMDB, and CSDM models.
• Document and support controls related to access, audit evidence, data retention, and change governance.
• Ensure solutions meet regulatory and compliance expectations.
• Maintain clear and audit-ready documentation.
• Support UAT, release readiness, training, and communication activities.
• Track adoption and usage metrics.
• Gather feedback and support continuous improvement initiatives.
• Support employee portal experience and service catalog workflows.
• Assist in workflow automation, including approvals, SLAs, and orchestration.
• Improve self-service adoption and user satisfaction.
• Track experience metrics such as CSAT, deflection, and completion time.

Required Skill

• Strong experience as a Business Systems Analyst or Business Analyst.
• Experience working on Employee Center, Service Catalog, or employee self-service platforms.
• Good understanding of ServiceNow platform capabilities.
• Hands-on experience with requirements gathering, user stories, acceptance criteria, and functional specifications.
• Experience supporting Agile delivery, sprint planning, backlog grooming, and Agile ceremonies.
• Ability to work with business stakeholders, product owners, architects, engineers, and cross-functional teams.
• Strong understanding of service catalog workflows, approvals, SLAs, and process automation.
• Experience documenting current-state and future-state business processes.
• Good understanding of governance, risk, compliance, audit evidence, access controls, and change governance.
• Ability to support UAT, release readiness, training, and adoption activities.
• Strong communication, documentation, and stakeholder management skills.

Preferred Skill

• Experience with ServiceNow Employee Center.
• Experience with ServiceNow Service Catalog.
• Understanding of CMDB and CSDM models.
• Experience in workflow orchestration and automation.
• Exposure to CSAT, self-service adoption, deflection, and employee experience metrics.
• Experience working in regulated environments.
• ServiceNow certification is a plus.
• Experience supporting roadmap planning and product backlog strategy.