Miracle Software Systems - ServiceNow Analyst

Description :

Role : Service Now Analyst

Job Summary :

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 :

Configuration and Integration :

Reporting and Documentation :

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.

(ref : hirist.tech)