Senior Employee Experience Business Analyst

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.