Senior ServiceNow System Analyst

Diversified•Chicago, IL

2d•Remote

About The Position

A ServiceNow Analyst manages, configures, administers, and maintains the ServiceNow platform to support internal and external service management processes across IT Service Management (ITSM), Customer Service Management (CSM), and Field Service Management (FSM). Key responsibilities include managing user access, customizing workflows, configuring UI policies/business rules, handling system upgrades, and ensuring platform stability. They collaborate with stakeholders to implement enhancements, troubleshoot issues, and create reports that support service operations, customer experience, and field execution. This is a US virtual position What You’ll Do: Ability to work directly with internal and external clients Collaborate effectively with others to develop solutions and manage general updates and configuration changes/requests Identify system deficiencies and recommend solutions Manage platform upgrades, patches, and feature implementation in a timely manner with minimal or no disruption to Business operations Maintenance and continuous improvement of the processes, standards, policies, working methods, and tools Ensure appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible Ensure tool configuration consistency across development, QA, and production environments Create dashboards, reports, and homepage widgets Manage user accounts, groups, roles, and permissions Participate in ongoing production support and end user support Configure and optimize workflows across ITSM, CSM, and FSM modules Design and maintain customer case management, entitlements, SLAs, and service portals (CSM) Configure field service workflows including work orders, dispatching, technician scheduling, and mobile experiences (FSM) Build automation using Flow Designer, business rules, and UI policies to improve service efficiency Integrate ServiceNow with third-party platforms such as asset systems, monitoring systems, etc.

Requirements

BS or equivalent + 5 years related experience
5 + years working with the ServiceNow platform in an Admin/Developer an enterprise-wide, multi-tier ServiceNow production environment supporting multiple service domains (ITSM, CSM, FSM)
Experience in requirements gathering and analysis, solution design, development task management, quality assurance, and release methodologies
Strong working knowledge of ServiceNow core architecture and especially modules such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge Management as well as Customer Service Management (CSM) and Field Service Management (FSM)
Experience integrating ServiceNow with third-party tools
Solid knowledge of JavaScript, HTML, CSS
Hands-on experience integrating ServiceNow with external systems and operational platforms
This position requires the ideal candidate to be customer focused
Understanding of Web technologies like HTML, XML, JavaScript
Proven skills to effectively analyze and solve problems
Strong analytical, troubleshooting, and communication skills

Nice To Haves

ServiceNow Certified Administrator a plus
Additional ServiceNow certifications in ITSM, CSM, or FSM preferred

Responsibilities

Manage user access
Customize workflows
Configure UI policies/business rules
Handle system upgrades
Ensure platform stability
Implement enhancements
Troubleshoot issues
Create reports that support service operations, customer experience, and field execution
Work directly with internal and external clients
Collaborate effectively with others to develop solutions and manage general updates and configuration changes/requests
Identify system deficiencies and recommend solutions
Manage platform upgrades, patches, and feature implementation in a timely manner with minimal or no disruption to Business operations
Maintenance and continuous improvement of the processes, standards, policies, working methods, and tools
Ensure appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible
Ensure tool configuration consistency across development, QA, and production environments
Create dashboards, reports, and homepage widgets
Manage user accounts, groups, roles, and permissions
Participate in ongoing production support and end user support
Configure and optimize workflows across ITSM, CSM, and FSM modules
Design and maintain customer case management, entitlements, SLAs, and service portals (CSM)
Configure field service workflows including work orders, dispatching, technician scheduling, and mobile experiences (FSM)
Build automation using Flow Designer, business rules, and UI policies to improve service efficiency
Integrate ServiceNow with third-party platforms such as asset systems, monitoring systems, etc.