ServiceNow Service Desk + Functional ConfigurationImplementation Analyst

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

• Bachelors 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 automation mindset