Under the direct supervision of the IT Service Operations Manager, the Service Now Analyst (Administrator/Analyst) is responsible for the end-to-end management, administration, and continuous process improvement of the Service Now platform. This role acts as a crucial bridge between Business and Technology, defining resolution paths for technical issues, collecting requirements for the Service Now Roadmap, and overseeing the successful implementation and adoption of platform changes. A fundamental understanding of IT Service Management (ITSM) and ITIL business processes is essential.

Core Responsibilities :

ServiceNow Administration and Platform Management :

- Provide end-to-end management of the Service Now platform, including the administration of all components, applications, and license management.

- Configure out-of-the-box workflows and create/maintain custom workflows to meet specific business needs.

- Configure application related fields, forms, views, email notifications, acceptance roles, and access controls.

- Work with ServiceNow to maintain the development/test and production environments, ensuring platform stability.

- Create and maintain a detailed view of the Service Now architecture and system design/operations documentation.

- Develop incident and request forms in Service Now for all applicable modules.

Business Analysis and Process Improvement :

- Act as the primary bridge, analyzing business and technical issues that arise in Production, UAT, and testing, and defining the resolution path.

- Collect and develop requirements related to the Service Now Roadmap and drive the Service Now business strategies.

- Create user stories, user acceptance criteria, epics, process maps, data mapping, and formal requirements documentation for ServiceNow enhancements.

- Align Service Now platform capabilities to address defined business problems and continually identify opportunities for system and solution improvements.

- Assist with the ROI (Return on Investment) and impact analysis for Service Now updates and assimilating new technical changes into other parts of the business.

Configuration and Integration :

- Maximize Service Now software releases through configuration tasks and feature delivery.

- Understand IT and business requirements with the ability to develop, test, deploy improvements, and update workflows.

- Integrate Service Now application(s) with third-party systems/applications via APIs.

- Maintain the asset tables and contribute to governance processes relating to asset management.

Reporting and Documentation :

- Produce standardized reports and dashboards based on defined metrics and key performance indicators (KPIs).

- Recommend improvements regarding the platform, processes, or reporting structure.

Required Qualifications & Experience :

Experience : 2- 5 years experience as a Service Now administrator that demonstrates proven experience in all aspects of Service Now development, configuration, and administration.

Education : University or College degree in Computer Science or related field, or equivalent work experience.

Platform Knowledge : Strong understanding of the implementation process, including setup, configuration, and customization of Service Now.

Project Skills : Experience with project scoping, planning, requirements gathering, pricing, and process mapping.

Analytical Skills : Strong time management, coordination skills, and strong analytical skills to translate business needs into technical solutions.

Preferred Skills :

Certification (Mandatory) : Service Now Systems Administrator Certification and/or Service Now Certified Implementation Specialist is strongly desired.

ITSM Foundation : ITIL Foundation Certification is strongly desired.

Communication : Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences.