ServiceNow Technical Analyst

Hajoca•Whitemarsh Township, PA

About The Position

The ServiceNow Technical Analyst is the hands-on builder for Hajoca’s ServiceNow platform. The role focuses on translating business requirements into production functionality by developing scripts, flows, forms, workspaces, catalog items, integrations, scoped applications, and platform configurations. The analyst is expected to produce clean, reusable, well-documented solutions that are upgrade-resilient, test their own work, and deploy changes through update sets. The analyst also establishes and maintains technical development standards, reviews partner company development work, troubleshoots escalated incidents and defects, supports integrations and data quality, and plans and performs platform upgrades and releases. The position has no direct reports and works daily with the platform lead, platform analyst, and partner company developers. The role includes learning and implementing emerging ServiceNow AI capabilities, including ServiceNow Otto (Now Assist) and EmployeeWorks/Moveworks.

Requirements

Bachelor’s degree, or equivalent education, training, or work experience.
At least 5 years of hands-on ServiceNow experience as a developer or technical analyst.
Advanced JavaScript and ServiceNow scripting skills, including business rules, client scripts, script includes, and UI actions.
Hands-on experience building flows, subflows, and custom actions in Flow Designer.
Experience designing forms and configuring UI policies, field behavior, and views.
Experience configuring workspaces in UI Builder and building catalog items in Catalog Builder.
Proven experience designing, building, and supporting integrations through REST or SOAP APIs, import sets, or IntegrationHub, including authentication, error handling, and monitoring.
Hands-on experience managing ServiceNow upgrades, including family releases, patches, upgrade readiness, skipped-change review, conflict resolution, and update set management across multi-instance environments.
Experience establishing and enforcing platform governance, including development standards, promotion criteria, and review of other developers’ work.
Hands-on experience with ITSM, CMDB, and ITOM.
Strong troubleshooting skills and ability to identify root causes in complex problems.
Strong written and verbal communication skills and ability to influence without direct authority.
Willingness to learn new ServiceNow AI technologies, including ServiceNow Otto (Now Assist) and EmployeeWorks/Moveworks.

Nice To Haves

ServiceNow certifications such as Certified System Administrator, Certified Application Developer, or Certified Implementation Specialist.
Experience building scoped applications and reusable components.
Experience with Service Operations Workspace and Employee Center.
Experience with Now Assist, Virtual Agent, or other ServiceNow AI capabilities.
Experience with Core Business Suite modules, including Workplace and Delivery Services, Finance and Supply Chain, HR Service Delivery, Legal, Health and Safety, and Sourcing and Procurement Operations.
Experience working alongside partner company development teams.
Experience with Agile delivery and JIRA.
Experience in a large, multi-site organization supporting a broad internal customer base.

Responsibilities

Develop and maintain server-side and client-side scripts, including business rules, client scripts, script includes, UI actions, UI policies, and scheduled jobs.
Build flows, subflows, and reusable custom actions in Flow Designer.
Design and build forms, including layouts, sections, views, related lists, field behavior, and form-level logic.
Configure ServiceNow workspaces in UI Builder, including pages, components, data resources, and actions.
Create and maintain catalog items in Catalog Builder, including variables, variable sets, record producers, and fulfillment flows.
Configure notifications, assignment rules, SLAs, roles, and access controls.
Build scoped applications and custom tables when built-in platform options are insufficient.
Test work, deploy through update sets, and document changes.
Receive and resolve platform incidents escalated by the platform lead or platform analyst; debug defects using logs, the script debugger, and flow execution details.
Build and maintain integrations between ServiceNow and other Hajoca systems using REST and SOAP APIs, IntegrationHub spokes, import sets, transform maps, and a MID Server where needed.
Develop integration scripts, flows, and mappings with error handling, logging, and retry behavior.
Troubleshoot failed integrations by identifying authentication, payload, mapping, and scheduling root causes.
Support identity and collaboration integrations, including Microsoft Entra single sign-on and Microsoft Teams.
Run data loads, migrations, and bulk updates with validation and rollback plans, and maintain clean reference, user, and CMDB data.
Plan and carry out ServiceNow family upgrades and patches from sub-production through go-live.
Review skipped changes, upgrade conflicts, and customization impacts, and resolve issues caused by upgrades.
Package work in update sets, preview and promote changes across instances, and document manual steps and post-deployment verification.
Manage environments, including cloning, plugins, store apps, and technical debt.
Work with the platform lead in JIRA to estimate, sequence, and deliver technical work.
Establish and maintain development standards, including naming conventions, scripting practices, and promotion criteria.
Favor built-in platform capabilities and use custom code only when justified and documented.
Review partner company developers’ work against standards and provide specific feedback.
Maintain standards, design notes, and knowledge articles.
Train and guide junior developers, analysts, and administrators; explain technical trade-offs to stakeholders.
Learn and work with new ServiceNow AI capabilities, including ServiceNow Otto (Now Assist) and EmployeeWorks/Moveworks.
Configure AI capabilities alongside supporting flows, forms, and catalog content, test AI-driven experiences, and recommend adjustments based on performance.
Complete required safety and compliance training programs.
Perform other reasonably related duties as assigned by the immediate supervisor and management.