Senior ServiceNow Analyst

Reporting to the Senior Manager of IT Corporate Support, the Senior Service Now Analyst will be responsible for the development needs within the Service Now platform. In this role, you will work closely with IT Operations, Cybersecurity, and IT Compliance leaders in developing the Service Catalog, building integrations, and maintaining the CMDB.

• Design and implement Catalog Items as needed
• Maintain CMDB health through ongoing monitoring and collaboration with IT leaders
• Design and deploy CMDB compliance checks (i.e., Desired State audits)
• Deploy new and maintain existing integrations with Service Now
• Support the yearly upgrade/release efforts, resolving all identified conflicts
• Support the IT Operations leader in developing and reporting on ITOM KPIs and SLAs
• Support the Knowledge Base, collaborating with key IT process owners

• Minimum of 5 years of Service Now development and platform administration
• In-depth technical knowledge of ITSM module, including maintenance of Incident, Change, and Problem Management
• In-depth technical knowledge of the ITOM module, including deployment and upkeep of Now Discovery using agent-based, agentless, and service graph connector-based methods
• Experience configuring workflows based on business requirements
• Experience integrating Service Now with Azure Entra
• Ability to convert business/IT requirements into user-friendly Catalog Items
• Experience in designing reports to monitor KPIs and SLAs