• Staff Business Systems Analyst- MDM

    ServiceNow, Inc. Santa Clara, CA 95054

    Job #2181030275

  • At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

    With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®.

    Learn more on Life at Now blog (~~~) and hear from our employees (~~~) about their experiences working at ServiceNow.

    About Digital Technology

    We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

    Ultimately, we strive to make the world work better for our employees and customers-when you work in ServiceNow Digital Technology, you work for them.


    The Master Data Management (MDM) team is part of broader Data & Analytics group. As part of MDM team, we partner closely with other teams like Sales, Marketing, Finance, Customer Support and Analytics on various cross-functional projects. MDM plays a key role in terms of providing standardized, enriched and intelligent datasets across enterprise applications to drive consistency, operational efficiency, compliance and analytical reporting.

    What you get to do in this role:

    • Design solutions and processes for the Master Data Management Applications.

    • Understanding broader business drivers to map business needs to process & functional solution design

    • Build proofs-of-concept (POC) for potential new solutions and technologies

    • Work very closely with Data stewards, sales, marketing, legal & other operations teams that work on Master data domains and then partner closely with IT development team for creation of Business and Functional Requirements

    • Act as the liaison between the Project Manager and project team to define business requirements, build test scenarios and establish a business requirements traceability matrix.

    • Document functional business requirements, process flow diagrams, and business cases.

    • Facilitate requirements gathering and process mapping workshop.

    • Facilitate review sessions with functional owners and end user representatives.

    • Perform gap analysis between business requirements and MDM tool capabilities and participate in end-to-end implementation planning including issue management, communication, and change management.

    • Contribute to enhancement of system design procedures, test procedures, and quality standards.

    • Work on Data Profiling and Data Enrichment activities.

    • Develop conceptual solution architectures for solutions incorporating heterogeneous applications, technologies, and platforms.

    • Writing and reviewing QA and UAT test scripts.

    • Manage UAT with end users including coordination and user acceptance sign off.

    • Preparation of user documentation and training documentation as necessary.

    • Leverage business knowledge and expertise to drive business process improvements.

    In order to be successful in this role, we need someone who has:

    • Bachelor's degree in a technical or business-related field

    • 8 years of experience in a successful and professional business/systems analysis or application support roles.

    • 5 years of relevant experience in MDM, CRM, Data Quality and Data Governance domains.

    • Deep understanding of at least one MDM domain (Company, Contact, Product etc..)

    • Strong business acumen and prior experience working with company's data belonging to different Geo's AMS, EMEA & APAC

    • Exceptional analytical and conceptual thinking skills.

    • Excellent communication skills in collaborating and working with other team members

    • Ability to work & contribute independently and drive results & desired outcomes in a team-oriented work environment

    • Ability to work cross functionally with other departments to achieve goals

    • Should be Detailed Oriented in terms of reviewing & analyzing the data

    • Experience working with Third party data providers like D&B a plus

    • Advanced Excel and PowerPoint skills

    • Strong SQL skills with the ability to perform effective querying involving multiple tables and subqueries

    ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

    All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page (~~~) to learn more.

    If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at ~~~ for assistance.

    For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

    Please Note: Fraudulent job postings/job scams are increasingly common. Click here (~~~) to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site (~~~) .

    Work personas

    Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

    Required in Office

    A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.


    A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.


    A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.