Business Systems Analyst-Servicenow, Itsm

Business Systems Analyst - HelpSpot (ServiceNow)

Business Technology

As a Business Systems Analyst on our HelpSpot Product Management Team, you will be responsible for growing HelpSpot (run off of ServiceNow) into the sole system each of our Internal Help Teams use for driving self service and support.

In 2021, we went live with ServiceNow ITSM. HelpDesk was our primary use case and they leveraged the tool for managing IT Incidents, Requests, and enabling Self Service. 1.5 years later and we’ve onboarded 11 additional HubSpot Internal Help Teams into ServiceNow (inclusive of Payroll, Security, Legal etc.) into ServiceNow ITSM using Custom Scoped Applications which enables us to building them a unique and fit for purpose ticketing solution to manage their specific business operations.

In this role, you’ll drive these onboarding efforts with Internal HubSpot Help Teams from start to finish to support us in our journey to grow the amount of teams providing help on HelpSpot (ServiceNow). You’ll own the discovery, analysis and design activities that enable bringing new Internal Teams aboard while also managing the success of existing teams on ServiceNow. You’ll help existing teams level up with automations and integrations and also ensure ROI of their operations on our platform. All of this will enable us to provide the teams who work off of ServiceNow the tools they need to offer standard, efficient, transparent, and centralized support and improve the overall Internal Help experience for our HubSpotters.

In This Role, You’ll Get To

• Apply your knowledge of best practices to translating these needs and those of product enhancements into specific requirements and configurations in ServiceNow
• Understand each team's operations, user base, vision, business needs and success measures to design the right solution within ServiceNow ITSM
• Be an influencer on the use of Data Driven Reporting to provide our Internal Business Teams with the transparency they need to efficiently run their Help Operations
• Own the success of each delivery, through proper training, testing and communication as well as hold yourself and each team to our thresholds and success measurements
• Develop integrations and automations through systems like Workato to connect to SNOW
• Partner with Engineers and Admins to ensure we think long term, and act as an advocate for our system health and architecture

We Are Looking For People Who Have

• Excellent communication, storytelling and collaboration skills as well as acting as a self starter
• Proven ability to own high impact deliverables, run time bound projects and drive change
• Experience driving decision making with data with a large focus on metrics for measuring success
• A passion for standardizing processes and creating governance principles
• Demonstrated experience managing senior stakeholders and large scale business initiatives
• Ability to influence others, manage conversation, and drive large groups to conclusions
• Experience or familiarity with technical concepts like SQL or building APIs using flow based tools like Workato or ServiceNow Flow Designer
• Experience in the best practices and business processes associated to ServiceNow ITSM
• Experience acting as a liaison between the business needs and engineering development

Cash compensation range: 100000-125000 USD Annually

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy from Katie Burke, HubSpot’s Chief People Officer.

The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, all HubSpotters are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices isn’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you need assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here.

About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our careers website to learn more about culture and opportunities at HubSpot.

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