Job Description

About the Role

As the Principal ServiceNow Analyst, you will be instrumental in driving the design, configuration, and ongoing optimization of ServiceNow solutions. You will serve as the go-to expert, collaborating with cross-functional teams and stakeholders to create impactful solutions that deliver outstanding service experiences. Your ability to think critically, lead projects, and mentor junior analysts will be essential to your success in this role.

Key Responsibilities:

• Lead the design, configuration, and implementation of ServiceNow modules, ensuring they meet business requirements and are aligned with industry best practices.
• Serve as a subject matter expert (SME) for ServiceNow, providing guidance and strategic direction to stakeholders.
• Collaborate closely with internal teams and clients to understand business needs and translate them into scalable ServiceNow solutions.
• Develop and deliver training to end-users and junior analysts, ensuring knowledge transfer and adoption of new features and functionalities.
• Manage and optimize ongoing ServiceNow operations, identifying areas for improvement and driving continuous enhancements.
• Create and maintain documentation, including process flows, configurations, and best practices.
• Lead ServiceNow projects from inception through delivery, ensuring timelines, scope, and budgets are met.
• Troubleshoot and resolve issues related to ServiceNow applications and integrations.

Who You Are

We’re looking for a highly skilled and motivated individual who thrives in a challenging, ever-evolving environment. You bring deep technical expertise, a strategic mindset, and a passion for delivering exceptional results.

Required Skills & Experience:

• 7+ years of experience in ServiceNow, with a strong understanding of key modules such as ITSM, ITOM, and/or ITBM.
• Proven experience in configuring and customizing ServiceNow solutions, including scripting, workflows, and integrations.
• Solid understanding of ITIL frameworks and best practices.
• Exceptional communication skills, with the ability to engage with both technical and non-technical stakeholders.
• Experience leading and mentoring teams of analysts or developers.
• Ability to prioritize and manage multiple projects simultaneously in a fast-paced environment.
• Strong problem-solving skills, with a knack for finding innovative solutions to complex challenges.

Preferred Skills & Experience:

• ServiceNow Certified System Administrator and/or ServiceNow Certified Implementation Specialist.
• Experience in ServiceNow ITIL or other relevant certifications.
• Experience working in an Agile or Scrum environment.
• Knowledge of ServiceNow development best practices and guidelines.