Position Summary
The ServiceNow ITSM Lead / Senior ServiceNow ITSM Analyst is responsible for the end-to-end administration, configuration, optimization, and continuous improvement of the ServiceNow Service Desk+ platform. This role ensures ITSM processes are automated, scalable, measurable, and aligned with ITIL best practices and enterprise governance standards.
The ideal candidate is a hands-on ServiceNow expert who can independently manage incidents, create dashboards, requests, changes, problems, knowledge, SLAs, reporting, and automation while collaborating with cross-functional teams and supporting both modern and legacy environments.
Key Responsibilities
ServiceNow Platform Administration & Configuration
- Administer, configure, and enhance ServiceNow ITSM modules including Incident, Request, Change, Problem, Knowledge, Asset Management, and CMDB.
- Design and maintain catalog items, request workflows, approval chains, business rules, client scripts, notifications, and user roles.
- Support Change Management and CAB workflows within ServiceNow.
- Perform testing, validation, and deployment of configuration changes across environments.
Process Design, Automation & Optimization
- Design, analyze, and optimize ITSM workflows, SLAs, and automation to reduce manual effort and improve service quality.
- Identify opportunities for workflow automation using Flow Designer and business rules, while ensuring manual fallback options.
- Ensure ITSM processes are aligned with ITIL best practices and internal audit/governance requirements.
Reporting, Dashboards & Performance Management
- Build and maintain ServiceNow dashboards and performance analytics for SLA compliance, ticket trends, backlog health, and operational KPIs.
- Define and track KPIs vs KRAs for service desk teams and programs.
- Validate service volumes across calls, emails, self-service portal, and integrations.
- Analyze SLA breaches, reassignment trends, and aging tickets, and recommend corrective actions.
Knowledge Base (KB) & SOP Management
- Create, review, and maintain ServiceNow Knowledge Base articles aligned with SOPs (e.g., account creation, access provisioning).
- Establish governance for KB approvals, version control, review cycles, and retirement.
- Ensure knowledge content remains accurate, searchable, and compliant.
Cross-Functional Collaboration & Integrations
- Collaborate with service desk teams, IT operations, application owners, and business stakeholders to gather requirements and deliver enhancements.
- Support integrations with enterprise platforms such as Salesforce, HR systems, and identity management tools.
- Act as the primary ITSM SME for audits, reviews, and process improvements.
Operational & Technical Problem Solving
- Troubleshoot complex operational issues including driver incompatibility, application failures, and system access issues.
- Provide recommendations for managing outdated systems or legacy applications through workarounds, upgrades, or controlled exceptions.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
- 35+ years of hands-on ServiceNow Service Desk+ experience.
- Mandatory ServiceNow Certifications:
- ServiceNow Certified System Administrator (CSA)
- Strong understanding of ITIL v3 / ITIL 4 processes.
- Proven experience with ServiceNow workflows, SLAs, dashboards, reporting, and automation.
Preferred Qualifications
- ServiceNow Certified Application Developer (CAD).
- ITIL Foundation or higher certification.
- Experience in healthcare, BFSI, government, or regulated environments.
- Experience supporting large user bases (10k+ users) and high-volume service desks.
- Exposure to Performance Analytics, Flow Designer, and CMDB health dashboards.
Key Competencies
- Deep ServiceNow platform expertise
- Process standardization and optimization
- Data-driven performance management
- Strong stakeholder and cross-team collaboration
- Continuous improvement and an automation mindset
