Sr. Employee Experience Business Analyst

Sony Interactive Entertainment is seeking a Senior Employee Experience Business Analyst to enhance employee-facing processes on the ServiceNow platform. This role focuses on ServiceNow WSD and HRSD modules, aiming to deliver user-centered solutions that improve the employee experience.

The Senior Employee Experience Business Analyst will collaborate with stakeholders across People and Places, People Tech, and IT to define requirements, improve workflows, and align solutions with strategic goals. This role values initiative, clarity, and follow-through.

Role involves:

• Engaging cross-functional business partners to gather and document requirements across ServiceNow modules (WSD and HRSD).
• Facilitating workshops and virtual interviews to map current-state processes and co-design future-state improvements.
• Translating business needs into detailed user stories, process documentation, and acceptance criteria within Agile frameworks.
• Serving as a liaison between technical teams and business stakeholders to ensure timely, high-quality solution delivery.
• Collaborating with ServiceNow developers and architects to validate feasibility and support platform configuration.
• Supporting UAT efforts, test planning, execution, and issue resolution.
• Maintaining documentation including SOPs, process flows, and release notes.
• Identifying opportunities for workflow automation and efficiency gains aligned with ITIL principles and platform best practices.
• Staying up-to-date on ServiceNow capabilities and trends; contribute to roadmap and continuous improvement discussions.

Requirements:

• 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.

Role offers:

• Top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products.
• Eligibility for a bonus package.