Sr. Business Systems Analyst, ServiceNow

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We're proud to work for a mission-driven company leveraging AI to transform the way we work. CrowdStrikers drive their careers through flexibility and autonomy while also being expected to contribute to a culture of responsible AI adoption, experimentation, and innovation. We use an AI-first mindset as a force multiplier to proactively and continuously accelerate execution, build expertise, uncover insights, and solve complex problems. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you. About the Role: CrowdStrike is seeking a Senior Business Systems Analyst – ServiceNow to join its IT Service Management Office. In this role, you will partner with business stakeholders, architects, and ServiceNow developers to align platform solutions with business outcomes.This position plays a key role in scaling AI-assisted and automated solutions across the SMO to reduce demand, improve throughput, and drive consistent outcomes. While AI and automation are a primary focus, the role also offers opportunities to contribute across other ServiceNow initiatives and platform areas. The role is well suited to a platform-oriented BSA with strong automation design capability, deep ServiceNow expertise, and effective stakeholder engagement skills.You will translate business needs into clear requirements, solution designs, and development stories, identifying opportunities for automated, self-service, and AI-assisted solutions using ServiceNow AI capabilities and CrowdStrike’s internal GenAI tools. You will also contribute to efforts relating to core platform areas such as CMDB, CSDM, Employee Center Pro, Virtual Agent, Asset & Configuration Management, and related ServiceNow services.What You’ll Do: Partner with business stakeholders to maintain a prioritized strategic roadmap, coordinating and executing enhancements and projects across the ServiceNow platform.Translate business needs into scalable functional and technical requirements, with a strong focus on AI-assisted and automated workflows.Design and enable automation using ServiceNow capabilities such as NOW Assist GenAI for Enterprise, Flow Designer, orchestration, Virtual Agent, decision logic, and platform integrations.Define guardrails, acceptance criteria, and success metrics for automation and AI-assisted solutions.Collaborate with developers and architects, guiding solution design without owning code delivery.Own functional deliverables including process definition, requirements gathering, fit/gap analysis, functional design, testing, training, reporting, and continuous improvement.Drive adoption of self-service and automation to reduce manual effort and improve end-user experience.Ensure consistency and quality of automation-related data across ServiceNow and integrated systems.Contribute to broader SMO priorities and leveraging core platform capabilities such as CMDB, CSDM, Employee Center Pro, Asset & Configuration Management, and related ServiceNow services.What You’ll Need: Bachelor’s degree (technical degree preferred).10+ years of experience implementing, configuring, and administering SaaS business systems, with at least 4 years of ServiceNow experience.Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.Strong ServiceNow platform experience across multiple workflows (e.g., ITSM, HRSD, CSM, Employee Center).Demonstrated experience designing and implementing automation and self-service solutions on ServiceNow.Ability to translate ambiguous business problems into pragmatic, automated solutions.Comfort working with iterative, probabilistic outcomes (“good enough” solutions with tuning and improvement).Strong understanding of ITSM and ITIL best practices (Incident, Problem, Change, Knowledge, Configuration, Asset).Excellent stakeholder engagement, facilitation, and communication skills, including presenting to senior leadership.Experience with Agile, Kanban, Scrum, or other SDLC methodologies.Strong knowledge of the ServiceNow platform, ecosystem, and best practices.Passion for creating a frictionless end-user experience.Bonus Points: Practical exposure to GenAI use cases (e.g., Serv