ServiceNow Service Desk + Functional Configuration/Implementation Analyst
The ServiceNow ITSM Lead / Senior ServiceNow ITSM Analyst is responsible for
the end-to-end administration, configuration, optimization, and continuous
improvement of the ServiceNow Service Desk+ platform. This role ensures
ITSM processes are automated, scalable, measurable, and aligned with ITIL
best practices and enterprise governance standards.
The
ideal candidate is a hands-on ServiceNow expert who can independently
manage incidents, create dashboards, requests, changes, problems, knowledge,
SLAs, reporting, and automation while collaborating with cross-functional teams
and supporting both modern and legacy environments.
Key Responsibilities
ServiceNow Platform Administration & Configuration
- Administer,
configure, and enhance ServiceNow ITSM modules including Incident,
Request, Change, Problem, Knowledge, Asset Management, and CMDB.
- Design and
maintain catalog items, request workflows, approval chains, business
rules, client scripts, notifications, and user roles.
- Support Change
Management and CAB workflows within ServiceNow.
- Perform testing,
validation, and deployment of configuration changes across
environments.
Process Design, Automation & Optimization
- Design,
analyze, and optimize ITSM workflows, SLAs, and automation to
reduce manual effort and improve service quality.
- Identify
opportunities for workflow automation using Flow Designer and business
rules, while ensuring manual fallback options.
- Ensure ITSM
processes are aligned with ITIL best practices and internal
audit/governance requirements.
Reporting, Dashboards & Performance Management
- Build and
maintain ServiceNow dashboards and performance analytics for SLA
compliance, ticket trends, backlog health, and operational KPIs.
- Define and
track KPIs vs KRAs for service desk teams and programs.
- Validate
service volumes across calls, emails, self-service portal, and
integrations.
- Analyze SLA
breaches, reassignment trends, and aging tickets, and recommend
corrective actions.
Knowledge Base (KB) & SOP Management
- Create, review,
and maintain ServiceNow Knowledge Base articles aligned with SOPs
(e.g., account creation, access provisioning).
- Establish
governance for KB approvals, version control, review cycles, and
retirement.
- Ensure
knowledge content remains accurate, searchable, and compliant.
Cross-Functional Collaboration & Integrations
- Collaborate
with service desk teams, IT operations, application owners, and business
stakeholders to gather requirements and deliver enhancements.
- Support
integrations with enterprise platforms such as Salesforce, HR systems,
and identity management tools.
- Act as the
primary ITSM SME for audits, reviews, and process improvements.
Operational & Technical Problem Solving
- Troubleshoot
complex operational issues including driver incompatibility,
application failures, and system access issues.
- Provide
recommendations for managing outdated systems or legacy applications through workarounds, upgrades, or controlled exceptions.
Requirements
Required Qualifications
- Bachelor’s
degree in Information Technology, Computer Science, or equivalent
experience.
- 3–5+ years of
hands-on ServiceNow Service Desk+ experience.
- Mandatory
ServiceNow Certifications:
- ServiceNow Certified
System Administrator (CSA)
- Strong
understanding of ITIL v3 / ITIL 4 processes.
- Proven
experience with ServiceNow workflows, SLAs, dashboards, reporting, and
automation.
Preferred Qualifications
- ServiceNow Certified
Application Developer (CAD).
- ITIL Foundation
or higher certification.
- Experience in healthcare,
BFSI, government, or regulated environments.
- Experience
supporting large user bases (10k+ users) and high-volume service
desks.
- Exposure to Performance
Analytics, Flow Designer, and CMDB health dashboards.
Key Competencies
- Deep ServiceNow
platform expertise
- Process
standardization and optimization
- Data-driven
performance management
- Strong
stakeholder and cross-team collaboration
- Continuous
improvement and automation mindset