Senior Business Analyst, ServiceNow Platform

POSITION SUMMARY: The Senior ServiceNow Business Analyst serves as a strategic partner between functional stakeholders and technical delivery teams, driving the successful design, implementation, and continuous improvement of ServiceNow platform capabilities. This role is responsible for eliciting business requirements, analyzing current and future-state processes, and translating requirements into actionable stories and specifications.

It also ensures that delivered solutions align with business objectives and enterprise governance standards. The ideal candidate combines strong business analysis expertise with ServiceNow platform knowledge, exceptional stakeholder management skills, and the ability to navigate complex cross-functional initiatives spanning IT Operations, Service Management, HR, Security, Risk, Compliance, and Enterprise Technology.

• Acts as a liaison with stakeholders to analyze the needs of various functional business areas while enhancing software and reinforcing business standards.

• Creates detailed documentation of functional, system (non-functional), user and reporting requirements that may include but is not limited to: Use Cases, Logical Models, Process Flow Diagrams, Report Specifications and Data Mapping & Flow Diagrams.

• Performs research and analysis for proposed projects to determine feasibility and durability.

• Performs profiling and analysis of data from source systems.

• Ensures that solution requirements area clearly documented, communicated, and validated.

• Provides support to functional and user acceptance testing groups throughout development life cycle.

• Assists with the creation of value proposition (ROI) for proposed projects.

• Helps the team to define and control scope for development initiatives and release schedule.

• Works jointly with other IT Managers to create detailed work plans for software development and enhancement projects.

• Responsible for status reporting, knowledge transfer and implementation plans as appropriate for the software solution being developed.

• Builds and maintains relationships with software application vendors and implementation partners.

• Instructs, directs, guides, and checks the work of Business Analysts.

• Experience using Structured Query Language (SQL) for data analysis.

• Business Analysis or Project Management Professional certification.

• Bachelor’s degree in business administration, computer engineering, information systems, finance, statistics, computer science or a related field or equivalent experience.

• Minimum of 5 years of direct work experience in a business analyst capacity working with business systems related to systems support, analysis, or development.

• Minimum of 1 year project management/coordination tracking and organizing business analysis documentation for projects.

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS) in one or more modules
• CBAP, CCBA, PMI-PBA, or equivalent Business Analysis certification
• Experience supporting ITSM, ITOM, CMDB, Discovery, Service Mapping, HRSD, IRM, or Asset Management initiatives
• Experience working within regulated or compliance-driven environments (SOX, PCI-DSS, Audit)
• Knowledge of ITIL framework and service management best practices
• Experience supporting large-scale digital transformation or platform modernization programs

This is a hybrid role requiring onsite presence in our Phoenix, AZ office. This candidate will be required to work onsite 4-days per week, with the option to work 1-day per week remote.

Eligible employees can elect to participate in:

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

For any concerns relating to Republic Services’ commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4.

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.

In 2025, Republic’s total company revenue was $16.6 billion, and adjusted EBITDA was $5.3 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.

• Safe : We protect the livelihoods of our colleagues and communities.
• Committed to Serve : We go above and beyond to exceed our customers’ expectations.
• Environmentally Responsible: We take action to improve our environment.
• Driven : We deliver results in the right way.
• Human-Centered: We respect the dignity and unique potential of every person.

Republic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets.

We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling.

In addition, we are cross-selling new products and services to better meet our customers’ specific needs.

Republic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.

The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. These innovative sites process rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging.

We are building a network of Polymer Centers and Blue Polymer facilities across North America.

• Barron’s 100 Most Sustainable Companies
• CDP Discloser
• Dow Jones Best-In-Class Indices
• Ethisphere’s World’s Most Ethical Companies
• Fortune World’s Most Admired Companies
• Great Place to Work
• Sustainability Yearbook S&P Global