Business Systems Analyst
Core
Business Systems Analyst supporting HR Service Delivery and Workplace Experience domains for Gap Inc.'s corporate functions, focusing on operational health, vendor coordination, and requirements translation.
Role type
Business Systems Analyst (Service Delivery & Workplace Experience)
Builds
HR service delivery platforms (ServiceNow) and Workplace Experience technology ecosystem (space, visitor, events, facilities management)
Domain
Retail / CPG / Enterprise Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ServiceNow configuration (ITSM/HRSD/CSM), requirements engineering, UAT coordination, vendor management, incident triage, process documentation, AI/LLM tool usage, SLA monitoring
Preferred skills
Large enterprise ServiceNow experience, IWMS/space management systems, managed service delivery partner coordination (Accenture/HCL), retail/CPG background
Technologies
ServiceNow, AI/LLM tools
Responsibilities
Track HR service delivery performance (SLAs, case resolution, onboarding rates); Monitor operational metrics and surface anomalies; Coordinate with managed service partners on execution and deliverables; Support incident triage and resolution tracking; Gather requirements and document processes for Workplace Experience systems; Track contract timelines for workplace system renewals; Translate business needs into testable requirements and user stories; Coordinate UAT for service releases and system changes; Maintain current-state documentation (process maps, integration diagrams, vendor contacts); Use AI tools to analyze service data and draft documentation; Identify and report improvement opportunities based on data analysis
Seniority
Mid-level, hands-on IC
