Staff Business Systems Analyst - AI & ServiceNow at Intuit

Intuit's People Analytics, Research, and Technology team is seeking a highly experienced Staff Business Systems Analyst with a deep Service Now background and a proven track record of driving HR transformation through technology. We are preparing to go live with Service Now HRSD in the coming months and are looking for someone who has navigated implementations before and can bring that experience to help us land successfully. Beyond launch, this person will be a key long-term resource, sustaining and maturing our Service Now platform and supporting continued HR digital transformation. We are looking for someone with an AI-first mindset who approaches every problem with curiosity, proactively spots opportunities to improve, and thrives in an agile, fast-moving environment.

Responsibilities

• Serve as the primary Service Now HRSD subject matter expert, covering Case Management, Employee Center, Knowledge Management, Virtual Agent, and Now Assist.

• Support go-live readiness, including requirements validation, configuration review, testing, and stakeholder enablement.

• Own post-launch configuration, maintenance, and health of the Service Now HRSD platform, proactively surfacing risks and driving continuous improvement.

• Champion an AI-first approach to problem solving, evaluating and implementing Service Now Now Assist, generative AI capabilities, and intelligent workflows to reduce friction and improve employee experiences.

• Execute reporting and access development within Service Now HRSD, stepping in as a functional expert and hands-on contributor until a dedicated data team is in place.

• Stay ahead of emerging AI and Service Now platform capabilities, bringing forward proactive recommendations to the team.

• Design and optimize HR services end-to-end, identifying gaps, eliminating friction, and translating business needs into scalable Service Now configurations and workflows.

• Gather and synthesize requirements from multiple stakeholders, develop process roadmaps, conduct impact and gap analyses, and ensure design decisions are grounded in both technical and business context.

• Define and validate prototypes, develop functional test plans, and lead regression testing for system upgrades and new configurations.

• Work within an agile delivery model, actively participating in and at times leading backlog grooming and sprint planning sessions, writing well-formed user stories and acceptance criteria.

• Apply natural curiosity to continuously evaluate platform performance, employee feedback, and usage data, surfacing actionable insights and proposed solutions proactively.

• Partner with HR leadership to support transformation initiatives, including digital self-service, case management modernization, and knowledge enablement.

• Use data and usage signals to inform technology investments and provide input into the HR technology roadmap.

• Maintain comprehensive documentation of HR processes, business requirements, and Service Now configurations to support continuity and future iteration.

• Provide training and enablement to business stakeholders, building lasting self-sufficiency across the HR organization.

• Foster continuous learning across the team, coaching colleagues and helping elevate the team's ability to solve complex, cross-functional problems.

Qualifications

• 5+ years of experience in business systems analysis or HR technology roles, with a strong foundation in requirements gathering, process design, and solution delivery.

• Prior Service Now HRSD implementation experience, end-to-end preferred (requirements through go-live).

• Service Now HRSD Certification required (or demonstrated plan to obtain within 6 months of hire).

• Hands-on experience configuring Service Now HRSD modules: Case Management, Employee Center, Knowledge Management, Virtual Agent, and/or Playbooks.

• Strong AI experience from a technology perspective, including hands-on exposure to Service Now Now Assist, generative AI tools, and AI-driven automation in an enterprise context.

• Demonstrated HR Transformation and HR Digital Transformation experience, including process redesign and change enablement.

• Experience working in an agile delivery model, including backlog grooming, sprint planning, and iterative delivery.

• Experience with post-launch product sustainment, platform health monitoring, and iterative process improvement.

• Naturally curious and solutions-oriented, with a track record of proactively identifying issues and bringing well-reasoned recommendations.

• Excellent communication skills with the ability to influence and align both technical and business audiences.

• Service Now Certified System Administrator (CSA) or additional certifications preferred.

• Experience with Service Now integrations with third-party HR platforms (e.g., Workday, ADP) preferred.

• Bachelor's degree in Information Technology, Computer Science, Human Resources, Business Administration, or a related field.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at 1 Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: Bay Area California: $169,000 - $229,000 Southern California Area: $156,500 - $212,000 References Visible links 1. https://www.intuit.com/careers/benefits/full-time-employees/ Mountain View $169000 - $229000
Atlanta, GA $148000- $200500
Plano, TX $148000- $200500
San Diego, CA $156500- $212000