About Us
InterScripts is a Information Technology business based in Chantilly, VA and established in 2017 providing technology and platform enabled services and solutions. Historically, we have enabled our customers to realize the most value from their technology and resources through our Managed Services, Archival Solution, EHR, ERP, Advisory, Virtual Care, Technology, Application Development, and Cybersecurity services.
In addition, InterScripts has substantial experience in providing Technology and Platform Enabled solutions to commercial, public sector, and government entities. We are an ISO 27001, 9001 CMMI 3 and SOC 2 certified organization, signifying our ability to lower the risks for our clients application modernization efforts, custom development, support, operations, and MSP projects.
Job Description
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.
Requirements
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
- 3–5+ 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 automation mindset
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