Business Systems Analyst at Cypress HCM Business Systems Analyst at Cypress HCM in Mountain View, California Posted in 16 minutes ago.
Type:
full-time
Job Description:
Overview We are seeking a senior Business Systems Analyst to play a central role in our large-scale transformation to ServiceNow across Advanced Services operations. This individual will serve as a trusted partner to in-geo teams, driving adoption of ServiceNow
FSM, CSM
, SOM and SPO capabilities while managing complex, competing priorities across a global program. About The Role The Business Systems Analyst
- Advanced Services is a senior-level role embedded within a high-priority enterprise transformation program moving Advanced Services operations onto ServiceNow.
This individual will own requirements definition, process design, and enablement across Field Service Management (FSM), Customer Service Management (CSM), Sales and Order Management (SOM) and Sourcing and Procurement Operations (SPO) modules, with a focus on installation workflows, project management processes, and lifecycle services. This role operates at the intersection of global program delivery and in-region execution. You will work directly with field and operational teams across geographies to ensure ServiceNow is adopted effectively, processes are clearly defined, and users have a trusted partner they can rely on throughout the transition. Success in this role requires the ability to manage multiple workstreams simultaneously, communicate with clarity across all levels of the organization, and translate operational complexity into well-structured system solutions. Key Responsibilities ServiceNow Transformation Lead requirements gathering, process design, and functional specification across ServiceNow modules, supporting the end-to-end migration of Advanced Services operations from legacy platforms. Define and document future-state workflows for installation management, field service dispatch, project delivery, and lifecycle services, ensuring alignment with ServiceNow capabilities and business objectives. Conduct As-Is and To-Be process analysis, identifying gaps, integration dependencies, and data migration considerations across systems. Collaborate with ServiceNow technical architects and configuration teams to validate that system builds accurately reflect approved functional designs. Support UAT planning, test script development, and defect triage, ensuring that delivered workflows meet defined acceptance criteria before go-live. Installation, Project Management & Lifecycle Services Define and standardize end-to-end processes for hardware and solution installations, including scheduling, resource assignment, field execution, and completion verification within ServiceNow FSM. Document project management workflows covering scoping, milestone tracking, resource coordination, and status reporting, ensuring full visibility across the customer engagement lifecycle. Map and design lifecycle services processes
- including Lifecycle Services True-Up, renewals handoffs, and asset-subscription linkages
- to ensure continuity and accuracy across customer touchpoints.
Identify automation candidates within installation and project delivery workflows, working with technical teams to reduce manual effort and improve data quality. In-Geo Enablement & Adoption Serve as a trusted partner to in-geo operational teams across regions, providing hands-on support during rollout, stabilization, and ongoing adoption of ServiceNow. Facilitate working sessions, process walkthroughs, and Q&A forums with regional stakeholders to surface local requirements, validate workflows, and build confidence in the new system. Collaborate with the Organizational Change Management team to develop role-based training materials, quick-reference guides, and adoption metrics frameworks tailored to field and operations audiences. Act as a primary point of contact for in-geo teams during the transition period, triaging issues, escalating blockers, and ensuring timely resolution to minimize operational disruption. Track adoption and usage patterns post-go-live, working with regional leads to address gaps and reinforce consistent process adherence across geographies. Program & Stakeholder Management Manage multiple concurrent workstreams across the transformation program, maintaining clarity on priorities, dependencies, and delivery timelines without loss of quality or detail. Maintain comprehensive, up-to-date documentation across all assigned process areas, including process maps, decision logs, RACI matrices, and requirements traceability. Participate in Agile ceremonies
- including backlog refinement, sprint planning, and retrospectives
- contributing well-structured user stories and acceptance criteria for ServiceNow development teams.
Proactively communicate status, risks, and dependencies to program leadership, raising issues early and bringing forward recommended resolutions. Qualifications 5+ years of experience in a senior Business Systems Analyst, functional consultant, or transformation role within enterprise environments. Demonstrated experience working with ServiceNow; hands-on involvement in configuration, requirements definition, or implementation preferred. Strong understanding of field service operations, installation management, and project delivery processes in a professional or technical services context. Proven ability to operate as a trusted advisor to operational and field-based teams, translating complex system capabilities into practical, user-centered solutions. Track record of successfully managing multiple priorities and workstreams simultaneously within a large-scale transformation program. Experience developing clear, structured process documentation
- including swimlane diagrams, functional specs, user stories, and test scripts
- using tools such as Lucidchart, Visio, or Miro.
Strong facilitation and communication skills, with the ability to engage stakeholders across geographies, functions, and seniority levels. Experience collaborating with Organizational Change Management teams on enablement, training, and adoption strategies. Familiarity with Agile delivery methodologies and tools such as Jira. Bachelor's degree in Business Administration, Information Systems, Engineering, or a related field preferred
- or equivalent practical experience. Preferred Skills ServiceNow certifications (e.g., CSA, FSM Implementer, CSM Implementer) are highly desirable. Experience supporting global rollouts with in-geo enablement responsibilities across multiple regions. Knowledge of products, services, and operational workflows. Core Competencies Trusted Partnership
- Builds credibility with in-geo and field teams through consistent follow-through, clear communication, and genuine investment in their success. Priority Management
- Effectively manages competing demands across multiple workstreams without compromising accuracy or stakeholder confidence. Process and Systems Thinking
- Translates operational complexity into structured, actionable process designs and system requirements. Documentation Excellence
- Produces clear, versioned artifacts that field teams, technical teams, and program leadership can all rely upon. Accountability and Initiative
- Proactively identifies risks, surfaces blockers early, and drives issues to resolution with appropriate urgency.
Why Join Us This is a rare opportunity to be at the center of a transformational, enterprise-wide program that will fundamentally change how we deliver services to customers globally. Your work will directly shape the systems, processes, and capabilities that Advanced Services teams rely on every day
- and you will be the person those teams turn to as they navigate the change. If you are energized by complexity, motivated by impact, and committed to doing the work well, this role offers meaningful challenge and visibility at scale. Compensation $50.00
- $59.
52 per hour
