Business Systems Analyst

About the Role

Gap Inc. serves 95,000+ employees across four brands, 2,300+ stores, distribution centers, and corporate offices. Every one of them interacts with the service delivery layer—HR case management, knowledge bases, onboarding journeys, the enterprise intranet—and the workplace systems that make offices function.

Within Global Technology Services (GTS), the Enterprise Journey team provides product management for corporate functions. This Business Systems Analyst role supports two domains within that team:
• HR Service Delivery — powered by ServiceNow, this is how employees get help: HR cases, knowledge articles, onboarding journeys, and employee self-service. You’ll track performance, monitor operational health, and make sure the data behind leadership decisions is accurate.
• Workplace Experience — a 15-tool ecosystem covering space management, visitor management, events, and facilities across Gap’s corporate offices. You’ll support requirements gathering, vendor coordination, and contract tracking for a business partnership that GTS is actively rebuilding.

Your Director and Sr. Managers set strategy and own stakeholder relationships. Your job is to make sure the operational details are tight, the data is clean, and nothing falls through the cracks.

What You'll Do

Service Delivery Operations

• Track and report HR service delivery performance—SLA adherence, case resolution times, onboarding journey completion rates, and knowledge base health across ServiceNow HRSD.

• Monitor operational metrics, identify trends and anomalies, and surface issues to leadership before they become escalations.

• Coordinate with managed service delivery partners on execution tracking—ensuring deliverables stay on schedule, flagging gaps, and maintaining documentation that supports vendor accountability.

• Support incident triage and resolution tracking for HR and service delivery platforms. When something breaks, you own the operational detail: timeline, communication log, root cause documentation.

Workplace Experience Technology

• Support the GTS partnership with Workplace Experience operations—requirements gathering, process documentation, and vendor coordination across space management, visitor management, events, and facilities systems.

• Track contract timelines for workplace systems with near-term renewals. Maintain documentation that supports vendor evaluation and transition planning.

• Provide consistent follow-through for a business partnership that is actively being strengthened. Reliability matters more than heroics.

Requirements, Documentation & Testing

• Translate business needs into clear, testable requirements—user stories, acceptance criteria, process flows, and integration specs that engineering teams can build against without ambiguity.

• Own UAT coordination for service delivery releases and Workplace Experience system changes: test planning, execution, defect documentation, and sign-off.

• Maintain current-state documentation for both domains—process maps, integration diagrams, configuration records, and vendor contact sheets. Keep them accurate, not aspirational.

AI & Continuous Improvement

• Use AI and LLM tools as part of how you work—analyzing service data, drafting documentation, building knowledge content, and synthesizing operational information.

• Identify improvement opportunities—knowledge gaps, recurring incident patterns, process friction—and bring them to leadership with data and a recommendation, not just a problem statement.

Who You Are

• 2+ years in IT or HR service management, enterprise operations, or business systems analysis. You understand SLAs, incident management, and service delivery as operational disciplines. ITIL/HRSD exposure is a plus.

• Working experience with ServiceNow (ITSM, HRSD, or CSM) or similar enterprise service management platforms. You understand how service workflows, case management, and knowledge bases function at the configuration level, not just the user level.

• Strong requirements and testing skills. You write requirements that engineers don’t have to come back and ask about. You test beyond the happy path. You document defects clearly enough that developers can reproduce them on the first try.

• AI fluency. You use LLMs and AI tools as a working accelerator, not a novelty. You can structure prompts to get useful outputs, use AI to analyze data and draft content, and you’re curious about where these tools can improve service operations.

• Operational reliability. People around you trust that when you say something is done, it’s actually done. You follow through, flag blockers early, and manage multiple concurrent workstreams without dropping things.

Strongly Preferred

• ServiceNow HRSD or ITSM experience in a large enterprise.

• Workplace technology or facilities management system exposure (IWMS, space management, visitor management).

• Experience coordinating with managed service delivery partners (Accenture, HCL, or similar).

• Retail, CPG, or large-scale multi-site enterprise background.