Senior Manager Business Analysis

Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.  

Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

Job Summary: The Senior Business Analysis Manager within the Service Management team at Equinix owns the translation of business requirements into technical designs for the ITSM platform (ServiceNow). They will act as a ServiceNow Evangelist in order to improve Equinix’s global Service Management capability and overall customer experience. The role encompasses working with stakeholders across Data Center and Network Operations teams. This individual drives program execution by embracing modern ITIL, Agile and Lean best practices while being a champion for the ServiceNow ecosystem.

Responsibilities

• Leverage Agile methodology to work off prioritized story backlogs and forecasts completion dates to manage stakeholder expectations
• Elicits requirements through different forums, ensuring the right questions are asked to produce essential requirement information to help align business needs with a technical solution on the ServiceNow platform
• Document and map current ITSM processes and perform gap analyses against desired or best practice, preferably using industry standard techniques and frameworks such as Lean and ITIL
• Ensure users are respectfully challenged when requesting ServiceNow enhancements and that Lean/Six Sigma, process design standards are integrated into each design
• Practice a change-oriented mindset to invigorate organizational transformation and ensure successful implementation and adoption of Service Management best practices and ServiceNow
• Drive process improvements and recommend options and technical solutions for future process design/changes that increase efficiencies on the ServiceNow platform while considering impact and integrity of the platform

Key Knowledge & Experience

• A Collaborative team player with superior influencing skills, who builds relationships easily across various stakeholder groups to move initiatives forward
• A proven track record in ITSM Project Management, ideally with a strong background in delivering strategic ServiceNow solutions
• Minimum 10 years ServiceNow Platform experience with deep knowledge of core and add-on ServiceNow products including CSM, ITSM, PPM and Performance Analytics
• 15+ years of experience in Service Management roles within large organizations preferably Service Providers

Qualifications

• Skilled at communicating complex concepts in easy-to-understand ways
• Required: ITIL Certification, ServiceNow System Administrator Certification
• Excellent ability to learn quickly, adapt to change and deal with ambiguity
• Nice to have: PMP or Scrum Certification, Lean Six Sigma
• Strong ability to collaborate, exert influence, communicate and manage relationships at all levels of the organization

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, you may send an email to [email protected]. Please provide your contact information and let us know how we can assist you.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.