ServiceNow Technical Analyst

About the Role

The ServiceNow Technical Analyst will manage daily administration, configuration, and technical support for the ServiceNow platform, which supports the Shaheen 3 compliance program. This position demands hands-on expertise with platform setup, workflow automation, CMDB, ITOM, integrations, and related ServiceNow capabilities. The analyst will collaborate closely with IT infrastructure, operations, cybersecurity, asset management, and business units to convert operational needs into secure, maintainable, scalable ServiceNow solutions. Strong practical experience with ServiceNow and an understanding of enterprise infrastructure environments are essential for investigating and resolving platform and integration issues, escalating complex matters to senior leadership when necessary.

Responsibilities

• Administer and configure ServiceNow applications, forms, tables, fields, views, related lists, and platform components.
• Enhance platform capabilities using Flow Designer, workflows, business rules, client scripts, UI policies, and notifications.
• Convert business and technical needs into sustainable ServiceNow configurations and solutions.
• Manage user accounts, groups, roles, and Access Control Lists to ensure appropriate access and duty segregation.
• Troubleshoot ServiceNow configuration, application, data, and platform issues under general supervision.
• Investigate incidents and assist in resolving operational problems linked to ServiceNow configurations, integrations, or data quality.
• Advocate platform configuration standards and best practices to minimize unnecessary customization and maintain platform sustainability.
• Provide technical support for the Shaheen 3 program and its infrastructure environments.
• Support the Configuration Management Database with relevant compute, storage, network, platform, and infrastructure items.
• Collaborate with technical teams to define suitable CI classifications, attributes, relationships, and baselines.
• Support integration of authorized data sources such as infrastructure management, discovery, and monitoring tools with ServiceNow.
• Ensure configuration data in ServiceNow supports operations management, incident/change workflows, compliance, and audits.
• Contribute to configuration baseline and data governance to monitor changes and baseline deviations.
• Maintain and enhance the ServiceNow CMDB, ensuring all Shaheen 3 infrastructure components and their relationships are accurately recorded.
• Set up CI classes, attributes, identification and reconciliation rules, following configuration standards.
• Assist in improving CMDB data quality, completeness, and compliance.
• Support ServiceNow Discovery, MID Servers, and other data sources for accurate configuration information.
• Identify and help remediate duplicate, outdated, or incorrectly classified configuration items.
• Manage hardware asset lifecycle processes, including receipt, inventory, deployment, transfer, return, stock control, retirement, and disposal.
• Maintain asset models, ownership details, and their linkage to configuration items.
• Partner with asset management and infrastructure teams to advance CMDB and Asset Management maturity.
• Configure and sustain integrations between ServiceNow and enterprise platforms via REST APIs, SOAP, IntegrationHub, and MID Server technologies.
• Create and manage import sets, transform maps, data sources, scheduled imports, scripted interfaces, and related integration elements.
• Handle structured data formats like JSON and XML used in integrations.
• Troubleshoot issues related to API connectivity, authentication, data transformation, and integration processing.
• Support integrations with infrastructure monitoring, identity management, cybersecurity, and asset management systems.
• Ensure integrations contain proper technical controls, logging, error handling, and documentation.
• Assist in ServiceNow platform upgrades, patches, releases, and enhancement activities.
• Create and perform technical testing of configuration changes, upgrades, and integrations.
• Manage configuration migration across development, testing, and production environments using update sets.
• Develop reports, dashboards, and performance visualizations in ServiceNow to aid operational and management decisions.
• Maintain configuration guidelines, documentation, and dashboards to support platform administration.
• Operate autonomously within established ServiceNow governance and frameworks.
• Prioritize and organize technical tasks to meet operational and project goals.
• Collaborate effectively with stakeholders in infrastructure, cybersecurity, application, asset management, and business domains.
• Provide technical advice and support for standard ServiceNow features and capabilities.
• Offer technical insights to help ensure successful ServiceNow project delivery and operations.
• Execute a wide range of technical activities spanning ServiceNow administration, development, CMDB, ITOM, HAM, and integrations.
• Understand dependencies across multiple enterprise domains including infrastructure, configuration, assets, and ServiceNow processes.
• Analyze problems involving various ServiceNow applications, integrations, and data sources.
• Use suitable ServiceNow standards, methods, tools, and configurations, staying up to date with platform innovations.
• Exhibit strong analytical, troubleshooting, and problem-solving abilities for technical and operational challenges.
• Communicate clearly with both technical and non-technical stakeholders, producing quality documentation and support materials.
• Plan and deliver tasks efficiently while ensuring security, data quality, change management, audit requirements, and platform governance.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical discipline, or equivalent professional experience.
• At least 3 to 5 years of practical experience in ServiceNow administration, configuration, or development.
• Possession of ServiceNow Certified System Administrator (CSA) certification.
• Additional certifications in ServiceNow ITSM, Discovery, CMDB, ITOM, or Hardware Asset Management are advantageous.
• Familiarity with ITIL principles and enterprise IT service management processes.
• Knowledge of REST APIs, SOAP web services, JSON, XML, and enterprise system integration concepts.
• Desirable understanding of enterprise infrastructure technologies such as servers, networking, storage, cloud platforms, identity systems, and security technologies.