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Uber Logo Uber · IT - Administration

Business System Analyst

United States, San Francisco 135000.00 - 150000.00 USD / Year · Job Posted February 17, 2026
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Job Description

This role is responsible for leading end-to-end ServiceNow process transformation and optimization across ITSM, eGRC, and Physical Security domains. This individual partners closely with business sponsors and stakeholders to define current and future-state processes, identify gaps, and recommend scalable, best-practice solutions aligned with ServiceNow standards. Acting as a trusted advisor, the role bridges business requirements and delivery teams, drives roadmap decisions, oversees testing and adoption, and promotes continuous improvement through metrics and governance.

Job Responsibility

  • Lead end-to-end business process definition, re-engineering, and gap analysis across current and future-state processes through stakeholder workshops
  • Translate business needs into clear documentation including process flows, gap analyses, roles/responsibilities, and solution recommendations
  • Identify process improvement opportunities and propose scalable solutions, outlining benefits, risks, and trade-offs
  • Act as a trusted advisor to business stakeholders throughout the engagement lifecycle
  • Drive continuous improvement using process metrics, KPIs, dashboards, and accountability frameworks
  • Bridge business and delivery teams by clearly communicating ITSM, eGRC, and Physical Security requirements, ensuring solutions meet expectations
  • Lead testing, UAT, and go-live readiness, ensuring quality and adoption
  • Drive customer roadmap discussions, prioritization, and decision-making
  • Provide training and mentoring to services team members
  • Contribute to the creation, adoption, and maintenance of best practices, standards, and governance models
  • Deliver against defined workflow practice KPIs and individual performance metrics

Requirements

  • Strong expertise in ServiceNow best practices
  • 5+ years of experience with ITSM platforms, including Service Catalog, Knowledge, Asset Management, Incident/Change, CMDB, ITSM, eGRC, Physical Security, and Now Assist
  • 5+ years of global process and program management experience
  • Hands-on experience creating update sets, managing multi-instance deployments, testing, and production releases
  • Proven experience documenting ITSM processes, gap analysis, and solution designs
  • Solid understanding of ServiceNow fundamentals and latest releases
  • Excellent communication and stakeholder management skills, with the ability to explain complex technical concepts to non-technical audiences
  • Strong ownership mindset with the ability to work independently and take initiative
  • Demonstrated ability to use AI-assisted tools (e.g., GenAI, workflow automation, analytics assistants) to accelerate program planning, requirements definition, risk analysis, documentation, and stakeholder communication in a production environment
  • Bachelor’s degree (or equivalent), preferably in Information Technology
  • ITIL Practitioner/Service Manager and BPM certification preferred

Nice to have

  • 8+ years of hands-on ServiceNow experience leading enterprise-scale process transformation across ITSM, CMDB, eGRC, Physical Security, and Now Assist, with a strong bias toward out-of-the-box best practices
  • Proven ability to act as a trusted advisor to senior business stakeholders, translating complex requirements into scalable ServiceNow solutions and influencing roadmap and prioritization decisions
  • Demonstrated experience driving global process re-engineering, gap analysis, and continuous improvement using metrics, KPIs, and governance frameworks
  • Strong technical foundation with experience managing multi-instance environments, update sets, testing/UAT, and production releases in large enterprises
  • Excellent communicator with the ability to bridge business and delivery teams, simplify complex technical concepts, and lead workshops, training, and stakeholder forums effectively
  • ServiceNow System Administrator certification preferred

What we offer

  • Eligible to participate in Uber's bonus program
  • May be offered an equity award & other types of comp
  • All full-time employees are eligible to participate in a 401(k) plan
  • Eligible for various benefits
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