Business Systems Analyst ServiceNow Architect

The Digital Transformation Services (DTS) team plays a vital role in enabling Waymo's mission to safely and sustainably bring autonomous technology to the world. Our purpose is to build and operate a resilient, scalable, and intelligent digital infrastructure that powers both Waymo's commercialization and day-to-day operations. We partner closely with all business functions to ensure that technology is a strategic enabler.

Our top strategic objectives include: 1. Commercialization and Scale the business 2. Ensure Operational Resilience and Uptime 3. Resiliency across mission-critical systems, network infrastructure, and cloud platforms that support both autonomous fleet operations and enterprise continuity 4. Lead GenAI Transformation

In this hybrid role, you will report to the Head of Global IT, AI and Digital Transformation

You will:

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  • Define and maintain the ServiceNow architecture blueprint, covering modules, integrations, data model, and instance strategy.
    
    
  • Establish governance standards, including configuration vs. customization, data management, and integration best practices.
    
    
  • Lead workshops with business stakeholders to capture requirements, user stories, and process gaps.
    
    
  • Translate business needs into functional and technical specifications and align them with ServiceNow capabilities (e.g., ITSM, ITOM, HRSD, CSM).
    
    
  • Collaborate with developers and administrators to deliver well-architected, user-centric solutions.
    
    
  • Coordinate UAT, documentation, and change management to ensure successful deployments. Align ServiceNow roadmap with the company's digital transformation strategy.
  
  
  
  

You have:

• 6-8 years of total experience in IT or enterprise applications, with 4+ years hands-on ServiceNow (ITSM, HRSD, CSM, ITOM, or related modules).
  
  
• Proven experience as a ServiceNow Solution Architect, Lead BSA, or Platform Owner in a global or high-tech environment.
  
  
• Strong understanding of ServiceNow data model, integration methods (REST/SOAP APIs, MID server), scripting, and workflow configuration.
• Demonstrated ability to gather requirements, design business processes, and translate them into ServiceNow solutions.
  
  
• Familiarity with ITIL practices and Agile delivery models.
  
  
• Excellent communication, facilitation, and documentation skills - able to engage both technical and business stakeholders.

We prefer:

• Partner with infrastructure and security teams to ensure platform reliability, performance, and compliance.
• Stay current on ServiceNow releases and lead upgrade planning and testing.
• Develop as-is / to-be process flows and identify automation opportunities using ServiceNow workflows.
• ServiceNow certifications: CSA, CAD, CIS (ITSM, HRSD, or CSM).
• Exposure to enterprise integration patterns (e.g., Salesforce, Workday, ERP, Identity systems).
• Experience defining platform governance and driving adoption across multiple business functions.
• Bachelor's degree in Information Systems, Computer Science, or related field.

((Remote jobs only - Please note that Waymo may not be able to employ remotely in all locations. Please speak with your recruiter about your preferred location for remote work when you begin the interview process.))