Uber Jobs

Business System Analyst : ServiceNow Platform

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. 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.

We are seeking an experienced ServiceNow Business Systems Analyst with 8

• years of expertise to join our team. The Business Analyst will be responsible for managing, maintaining, and optimizing the ServiceNow platform, with a primary focus on ITSM, CMDB, Now Assist, eGRC, and Platform Foundations. This role will be pivotal in driving platform maturity and best practices through a consultative, process-driven approach, partnering closely with business sponsors, product owners, and delivery teams. The ideal candidate will lead process definition and re-engineering workshops, perform gap analysis, recommend scalable solutions, and translate business requirements into effective ServiceNow designs acting as a trusted advisor while ensuring solutions align with enterprise standards, governance, and long-term roadmap objectives.

What the Candidate Will Need / Bonus Points

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.

---- Basic Qualifications ----

• Strong expertise in ServiceNow best practices

5

5

• years of global process and program management experience

Hands-on experience creating update sets, managing multi-instance deployments, testing, and production releases

Solid understanding of ServiceNow fundamentals and latest releases

ITIL Practitioner/Service Manager and BPM certification preferred

---- Preferred Qualifications ----

8

ServiceNow System Administrator certification preferred.

For San Francisco, CA-based roles: The base salary range for this role is USD$135,000 per year

For Sunnyvale, CA-based roles: The base salary range for this role is USD$135,000 per year

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan.

You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.