ServiceNow Technical Analyst

Role overview

Platform administration and support

• Configure and maintain ServiceNow applications, forms, tables, fields, views, and other components.
• Build and enhance functionality using Flow Designer, workflows, business rules, client scripts, UI policies, and notifications.
• Manage users, groups, roles, and access-control lists; investigate platform, application, data, and configuration issues.

CMDB and infrastructure configuration

• Maintain Shaheen 3 infrastructure configuration items, classifications, attributes, relationships, and baselines in the CMDB.
• Support Discovery, MID Servers, and authorized data sources; improve CMDB completeness, correctness, compliance, and data quality.
• Investigate duplicate, stale, incomplete, or misclassified configuration items and support data remediation.

Assets and integrations

• Support hardware asset management from receipt and inventory through deployment, transfer, return, retirement, and disposal.
• Maintain asset models, records, ownership, and relationships to configuration items.
• Build and support integrations using REST APIs, SOAP web services, IntegrationHub, MID Server, imports, transform maps, and scripted interfaces.
• Work with JSON and XML; troubleshoot connectivity, authentication, transformation, mapping, and processing issues.

Testing, releases, and reporting

• Support releases, upgrades, patches, and platform enhancements; develop and execute technical tests for changes and integrations.
• Manage update sets and support controlled configuration migration between development, test, and production.
• Maintain reports, dashboards, configuration standards, documentation, and support procedures.

Qualifications

• Relevant bachelor’s degree in Computer Science, Information Systems, Engineering, or another technical discipline, or equivalent demonstrated professional experience.
• 3–5 years of hands-on ServiceNow administration, configuration, or development experience.
• ServiceNow Certified System Administrator (CSA) certification.
• Working knowledge of ITIL and enterprise IT service-management processes.
• Knowledge of REST, SOAP, JSON, XML, and enterprise integration concepts.

Desirable knowledge

• Understanding of servers, networks, storage, cloud platforms, identity systems, and security technologies is desirable.
• Additional ServiceNow certifications in ITSM, Discovery, CMDB, ITOM, or Hardware Asset Management are desirable.

Working approach