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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 21, 2026
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Job Description

This role is responsible for leading end-to-end ServiceNow process transformation and optimization across People Operations. 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. Success in this role requires deep ServiceNow expertise, strong process leadership, and the ability to translate complex technical concepts into clear, actionable outcomes for global, cross-functional teams

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 People Operations, HR Service Delivery (HRSD) Case Management, Employee Workflows, Now Assist 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 service 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 People Operations, HR Service Delivery (HRSD) Case Management, Employee Workflows, 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 People Operations 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 ServiceNow experience driving end-to-end transformation across People Operations, HRSD Case Management, Employee Workflows, and Now Assist, with strong adherence to out-of-the-box best practices
  • Proven ability to act as a trusted advisor to HR and People Ops leaders, translating complex business needs into scalable, user-centric ServiceNow solutions and influencing roadmap decisions
  • Demonstrated expertise in global process re-engineering and optimization, leveraging metrics, KPIs, and governance to improve efficiency, quality, and employee experience
  • Strong technical foundation with hands-on experience managing multi-instance environments, update sets, testing/UAT, and production deployments in enterprise settings
  • Excellent communicator and facilitator, capable of bridging HR, product, and delivery teams, leading workshops, training sessions, and driving adoption across diverse, global stakeholders
  • 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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