Business Systems Analyst, ServiceNow

Secure Every Identity, from AI to Human

Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

Description

We are seeking a Business Systems Analyst to join our ServiceNow platform team. In this role you will partner with business stakeholders and technical teams to translate process needs into well-defined ServiceNow solutions across IT Service Management (ITSM), IT Operations Management (ITOM), HR Service Delivery (HRSD) / Employee Center, Hardware Asset Management (HAM), Software Asset Management (SAM), and Customer Service Management (CSM). You will work independently on defined projects and enhancements, contribute to platform-wide improvements, and help ensure our ServiceNow instance delivers measurable value to employees, customers, and IT teams.

Responsibilities

• Elicit, document, and refine business requirements through workshops, interviews, and process mapping, and translate them into user stories with clear acceptance criteria.

• Configure ServiceNow using out-of-the-box capabilities where possible, including forms, catalog items, Flow Designer, notifications, SLAs, and access controls.

• Support and enhance ITSM and ITOM processes, including Incident, Problem, Change, Request, Knowledge, and CMDB.

• Support HRSD / Employee Center, CSM, HAM, and SAM use cases, such as case management, onboarding, asset lifecycle, and software license compliance.

• Partner with developers and architects to design solutions that align with platform standards and best practices.

• Develop test plans, execute functional testing and UAT, and coordinate defect resolution ahead of each release.

• Analyze platform data to identify process gaps and adoption trends; build reports and dashboards, and maintain documentation and training for stakeholders.

Requirements

• Bachelor’s degree in Information Systems, Business, Computer Science, or a related field, or equivalent practical experience.

• 2–5 years of experience as a business systems analyst, business analyst, or ServiceNow functional consultant or administrator.

• Hands