Senior Information Technology Analyst – ServiceNow
Location: Los Angeles, CA
Schedule: Full-Time, 44/36 Schedule
Work Environment: On-Site
Position Overview
We are seeking an experienced Senior Information Technology Analyst specializing in ServiceNow to provide senior-level application development, configuration, technical support, and production support for an enterprise ServiceNow environment. The primary focus of this position is supporting and enhancing the ServiceNow IT Service Management (ITSM) platform, including the Zurich Release. The successful candidate must also have working knowledge of ServiceNow Software Asset Management (SAM) and Governance, Risk and Compliance / Integrated Risk Management (GRC/IRM) modules. This is a hands-on technical position requiring a strong ServiceNow development and configuration background. The Senior IT Analyst will be responsible for developing and modifying workflows, configuring platform functionality, supporting production issues, and providing technical expertise as the ServiceNow environment continues to expand.
Key Responsibilities
• Develop, configure, enhance, and support enterprise ServiceNow ITSM applications.
• Build and modify Service Catalog items and workflows using ServiceNow Flow Logic.
• Write and maintain Java/JavaScript-based scripts as required for ServiceNow development and
workflow configuration.
• Create, configure, and modify:
o UI Policies
o UI Actions
o Forms
o Business Rules
• Develop and modify ServiceNow reports and dashboards.
• Provide production support for ServiceNow applications, including troubleshooting and resolving
technical issues.
• Analyze requests for system modifications, enhancements, and new application functionality.
• Recommend and implement technical solutions based on business and user requirements.
• Perform application analysis, development, configuration, testing, and implementation.
• Prepare and maintain appropriate system and technical documentation.
• Provide technical guidance and expertise related to ServiceNow functionality and platform
capabilities.
• Research evolving technologies and recommend improvements to existing systems, processes,
and applications.
• Work collaboratively with technical teams, business stakeholders, and system users to ensure
solutions meet operational requirements.
• Support multiple initiatives and development priorities within a growing ServiceNow environment.
Required Qualifications
• Bachelor’s degree from an accredited college or university in Information Technology, Computer
Science, Information Systems, or a related field.
• Minimum six years of relevant professional information technology experience.
• Strong hands-on professional experience developing, configuring, and supporting ServiceNow.
• Demonstrated experience with ServiceNow ITSM.
• Experience building and modifying Service Catalog items and workflows.
• Hands-on experience with ServiceNow Flow Logic / Flow Designer.
• Experience developing or modifying UI Policies, UI Actions, Forms, and Business Rules.
• Experience writing scripts used in ServiceNow application development and workflow
configuration.
• Experience creating and modifying reports and dashboards.
• Strong experience troubleshooting and supporting production ServiceNow environments.
• Experience analyzing business requirements and translating them into technical system
solutions.
• Experience with application development, testing, implementation, and technical
documentation.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to communicate technical concepts clearly and work effectively with technical and non
technical stakeholders.
Additional ServiceNow Experience
Candidates should possess working knowledge or professional experience with:
• ServiceNow Software Asset Management (SAM)
• ServiceNow Governance, Risk and Compliance (GRC) / Integrated Risk Management (IRM)
• ServiceNow ITSM workflows and enterprise service management processes
• ServiceNow platform configuration and production support
• ServiceNow reporting and dashboard development
Senior-Level Competencies
The ideal candidate will be capable of operating as a senior technical specialist who can independently
analyze complex technical requirements, recommend solutions, and provide technical guidance across
ServiceNow initiatives.
Candidates should demonstrate the ability to:
• Lead or coordinate complex technical assignments.
• Analyze business and system requirements.
• Design and implement appropriate technical solutions.
• Identify and resolve complex application and production issues.
• Evaluate existing processes and recommend improvements.
• Support users and provide technical guidance when needed.
• Manage competing priorities while maintaining quality and timely delivery.
• Establish effective working relationships across multiple organizational and technical teams.
License Requirement
A valid California Class C Driver License that permits driving in the course of employment is required.
Ideal Candidate Profile
The strongest candidate will be a senior-level ServiceNow developer/technical analyst, rather than a
general IT analyst or ServiceNow administrator. We are specifically seeking someone with demonstrated
hands-on experience developing and modifying ServiceNow workflows, catalog items, scripts, business
rules, UI functionality, reports, and dashboards while providing production support within a complex
enterprise environment.
Experience supporting ITSM is essential, with additional exposure to SAM and GRC/IRM strongly
preferred.
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