ServiceNow Systems Analyst

Company:

Qualcomm Intl Inc., Mexico Branch Office

Job Area:

Information Technology Group, Information Technology Group > Systems Analysis

General Summary:

Qualcomm is advancing a multi-year modernization of its ServiceNow platform, including a strategic transition to a clean, greenfield implementation. We are seeking a Staff ServiceNow Systems Analyst to join the ServiceNow Platform Team and play a critical role in defining, shaping, and delivering this transformation.

This is a Staff, systems analyst role within the platform organization, not a hands-on administrator or developer position. The role focuses on solution design, functional leadership, and stakeholder engagement, working directly alongside ServiceNow architects, developers, administrators, and offshore delivery partners as an integrated platform team.

The ideal candidate brings deep platform experience, strong design judgment, and the interpersonal skills required to influence decisions and drive alignment across business and IT stakeholders.

Key Responsibilities

Solution Design & Platform Contribution

· Lead requirements discovery, process analysis, and solution design efforts as a core member of the ServiceNow Platform Team.

· Define functional designs that align with platform guardrails, enterprise standards, and long-term architectural direction.

· Partner closely with ServiceNow architects and developers on the platform team to ensure design intent is clearly understood and correctly implemented.

· Promote standard, out-of-the-box ServiceNow capabilities and an AI-first design approach to reduce technical debt and accelerate delivery.

Stakeholder Engagement & Functional Leadership

· Act as the primary platform representative in engagements with business stakeholders, guiding them from requirements through solution decisions.

· Facilitate design workshops and working sessions that align business priorities with platform capabilities.

· Clearly communicate trade-offs, risks, and design rationale to stakeholders at varying levels of technical depth.

· Influence adoption of standardized solutions while balancing business needs, timelines, and scalability.

Platform Enablement & Value Realization

· Contribute to large-scale ServiceNow initiatives, including greenfield implementations and modernization of legacy capabilities.

· Provide ongoing functional leadership within the platform team to support post-go-live optimization and adoption of new ServiceNow releases.

· Incorporate ServiceNow licensing considerations into solution design to ensure cost-effective, compliant platform usage.

· Help evolve platform patterns, best practices, and reusable designs that benefit the broader ServiceNow ecosystem at Qualcomm.

Required Experience & Qualifications

· 7+ years of ServiceNow platform experience, with demonstrated depth across ITSM, SPM, APM/EA, IRM, HAM, SPO, Now Assist, and core ServiceNow platform capabilities.

· 5+ years leading major ServiceNow initiatives, including enterprise-wide or transformational programs.

· Demonstrated experience supporting:

o Fresh ServiceNow implementations, and/or

o Modernization of legacy ServiceNow environments into clean, greenfield architectures.

· Strong background in solution design, requirements analysis, and stakeholder facilitation within complex enterprise environments.

· Proven experience working as a core member of a mature ServiceNow platform team, collaborating closely with architects, developers, administrators, and offshore delivery resources.

Preferred Experience

· Experience within a Fortune 500 or similarly complex global organization.

· Established ServiceNow community presence, such as participation in community forums or user groups, speaking engagements, published blogs, or recognized thought leadership.

· Working knowledge of ServiceNow licensing and packaging, with the ability to assess entitlement and cost implications during solution design and partner effectively with procurement and vendor management teams.

Interpersonal & Consulting Competencies

· Excellent written and verbal communication skills.

· Strong facilitation and stakeholder-management capabilities.

· Ability to influence outcomes without formal authority.

· Comfort navigating ambiguity while driving clarity and alignment.

· Analytical, outcome-oriented mindset with a focus on long-term platform health and value.

Why This Role Matters

This is a core, long-term role on the ServiceNow Platform Team, with direct responsibility for shaping how the platform is designed, adopted, and evolved. The Senior ServiceNow Systems Analyst will play a key role in ensuring Qualcomm’s ServiceNow modernization delivers sustained business value well beyond initial implementation.

Minimum Qualifications:

• 3+ years of IT-relevant work experience with a Bachelor's degree in a technical field (e.g., Computer Engineering, Computer Science, Information Systems).

OR 5+ years of IT-relevant work experience without a Bachelor’s degree.

• 3+ years of any combination of academic or work experience with Full-stack Application Development (e.g., Java, Python, JavaScript, etc.)
• 1+ year of any combination of academic or work experience with Data Structures, algorithms, and data stores.

*Completed advanced degrees in a relevant field may be substituted for up to two years (Master’s = one year, Doctorate = two years) of the general IT-related work experience.

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

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