Business Systems Analyst

About Gap Inc.

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. Gap inspires the world to bring individuality to modern, responsibly made essentials.

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 Service Now, 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.

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

• 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.

• 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.

• 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.

• 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 Service Now (ITSM, HRSD, or CSM) or similar enterprise…