Why PlayStation?
PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.
PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.
The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Group Corporation.
Senior Employee Experience Business Analyst
San Mateo, CA (remote, ok)
Role Overview
We’re seeking a highly experienced Sr. Employee Experience Business Analyst to lead the analysis, optimization, and continuous improvement of key employee-facing processes built on the ServiceNow platform. This role is focused on ServiceNow WSD and HRSD modules and will help deliver high-impact, user-centered solutions that enhance the employee experience across Sony Interactive Entertainment.
You’ll partner with stakeholders across People and Places, People Tech and IT organizations to define requirements, improve workflows, and align solutions with our strategic goals. This is a highly collaborative, remote-friendly role that values initiative, clarity, and follow-through.
Key Responsibilities
Engage cross-functional business partners to gather and document requirements across ServiceNow modules (WSD and HRSD).
Facilitate workshops and virtual interviews to map current-state processes and co-design future-state improvements.
Translate business needs into detailed user stories, process documentation, and acceptance criteria within Agile frameworks.
Serve as a liaison between technical teams and business stakeholders to ensure timely, high-quality solution delivery.
Collaborate with ServiceNow developers and architects to validate feasibility and support platform configuration.
Support UAT efforts, test planning, execution, and issue resolution.
Maintain documentation including SOPs, process flows, and release notes.
Identify opportunities for workflow automation and efficiency gains aligned with ITIL principles and platform best practices.
Stay up-to-date on ServiceNow capabilities and trends; contribute to roadmap and continuous improvement discussions.
Required Qualifications
8–10 years of business analysis experience, with at least 5 years in ServiceNow-centric roles.
Strong functional knowledge of ServiceNow WSD (Incident, Change, Problem, Request), HRSD, and Service Catalog.
Familiarity with HRSD workflows and employee self-service experiences.
Expertise in translating stakeholder needs into functional specs and agile artifacts (user stories, acceptance criteria).
Comfortable working in distributed, remote environments using tools like Zoom, Confluence, JIRA, and Miro.
Strong stakeholder engagement, facilitation, and written communication skills.
Understanding of ITIL frameworks and enterprise governance models.
ServiceNow certifications (CSA, WSD, HRSD) strongly preferred.
Experience with scripting concepts, Flow Designer, or similar low-code automation platforms is a plus.