Senior ServiceNow Analyst
The ideal candidate will have hands-on experience with ServiceNow ITSM, Service Catalog, Workflows, Flow Designer, CMDB, Software Asset Management (SAM), integrations, scripting, and platform administration. The individual will work closely with business stakeholders, process owners, and technical teams to translate business requirements into scalable ServiceNow solutions while maintaining platform health, governance, and best practices.
ServiceNow Development & Configuration:
Configure and enhance ServiceNow ITSM modules, including Incident, Problem, Change, Request, Knowledge Management, and Service Catalog.
Develop and maintain Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, and ACLs.
Design and implement forms, workflows, notifications, approval processes, and service catalog solutions.
Create scalable solutions following ServiceNow development best practices.
Workflow & Automation:
Design and support process automation using Flow Designer and Integration Hub.
Identify opportunities to improve efficiency through workflow automation.
Configure routing, approvals, notifications, and fulfillment processes.
Service Portal & User Experience:
Customize Service Portal pages, widgets, and catalog experiences.
Improve self-service capabilities and end-user experience.
Integrations
Develop and maintain integrations using REST and SOAP APIs.
Configure Import Sets, Transform Maps, and Integration Hub connections.
Support integrations with enterprise applications such as Azure/Entra ID, HR systems, ERP platforms, and third-party applications.
CMDB, SAM & Platform Administration
Support CMDB maintenance, CI relationships, and CSDM-aligned configurations.
Administer Software Asset Management (SAM) processes and software compliance activities.
Perform platform administration activities including user management, role assignments, ACL maintenance, instance configuration, and update set deployments.
Install, configure, monitor, and troubleshoot MID Servers.
Upgrades, Testing & Support
Participate in ServiceNow upgrades, patches, and release activities.
Assess and remediate customization impacts during upgrades.
Execute testing activities, including unit testing, regression testing, and ATF.
Troubleshoot platform issues and perform root cause analysis.
Support production deployments and post-release validation.
Stakeholder Engagement
Collaborate with business stakeholders to gather and analyze requirements.
Translate business needs into technical solutions and platform enhancements.
Prepare technical documentation, solution designs, and knowledge articles.
Support Agile project delivery and continuous improvement initiatives.
Bachelor's degree in computer science, Information Technology, Engineering, or a related field.
4-6 years of hands-on ServiceNow experience in development, configuration, administration, and support.
Strong experience with ITSM processes and Service Catalog management.
Proficiency in JavaScript, Glide APIs, and ServiceNow scripting.
Experience with:
Business Rules
Script Includes
Client Scripts
UI Policies
UI Actions
ACLs
Hands-on experience with Flow Designer, Integration Hub, and workflow automation.
Experience developing and supporting REST and SOAP integrations.
Understanding of CMDB concepts, CI relationships, and ServiceNow data model.
Experience with Software Asset Management (SAM).
Knowledge of ServiceNow instance management, update sets, and release processes.
Experience with MID Server setup, monitoring, and troubleshooting.
Familiarity with ServiceNow upgrades and regression testing.
Exposure to ATF (Automated Test Framework).
Experience working in Agile/Scrum environments.
Preferred
ServiceNow Certified System Administrator (CSA).
ServiceNow Certified Application Developer (CAD).
CIS-ITSM certification.
Experience with Discovery, Service Mapping, HAM, or ITOM modules.
Experience integrating ServiceNow with Oracle Fusion, PeopleSoft, SCCM, Intune, or Azure/Entra ID.
Understanding of CSDM and ServiceNow platform governance.