Servicenow Analyst

Do you have experience in IT and a deep knowledge of ServiceNow? Do you take pride in catching problems before they reach production? Are you excited by the opportunity to work hands-on with AI capabilities? If so, we'd like you to join our dedicated team as a ServiceNow Analyst.

About the Role:

The ServiceNow Analyst owns the quality and the visibility of everything Hajoca builds on the ServiceNow platform. This is a hands-on functional role - not an architecture role - focused on three areas: serving as the point person for platform testing, designing and maintaining the reporting and analytics layer that leadership and support teams rely on, and enabling ServiceNow's AI capabilities across the service experience.

On the quality side, this person is the gatekeeper for change. They write the test scripts, build and maintain automated regression coverage, and run User Acceptance Testing from planning through sign-off - coordinating business testers, tracking defects to closure, and giving a clear go/no-go recommendation before anything reaches production.

On the reporting side, they design a deliberate, multi-tiered reporting structure rather than a sprawl of one-off dashboards: executive-level views for the C-suite, operational views for mid-level managers, and queue- and teammate-level views for Team Leads - each built on a shared, governed set of indicators so the numbers agree no matter which level is looking at them.

The ideal candidate pairs strong Performance Analytics skills with real ServiceNow AI experience and enjoys being the person who proves the platform works before anyone else has to find out that it doesn't.

In this role, you will:Test & Ensure Quality (Primary Focus)

Serve as the point person for all ServiceNow testing activity, owning the test strategy across enhancements, upgrades, patches, and store releases.

Author and maintain test scripts, test cases, and test data - translating requirements and acceptance criteria into repeatable, traceable test coverage.

Plan, coordinate, and oversee User Acceptance Testing: recruit and schedule business testers, prepare test environments and scenarios, facilitate testing sessions, and drive participation to completion.

Log, triage, and track defects through resolution, working with developers and process owners to confirm fixes and prevent regression.

Build and maintain automated regression suites using Automated Test Framework (ATF) to reduce manual effort on upgrades and recurring release validation.

Execute regression and smoke testing against sub-production instances ahead of family upgrades and patch cycles; document results and issue a clear go/no-go recommendation.

Maintain testing documentation, sign-off records, and evidence to support change management, audit, and compliance requirements.

Establish and enforce entry and exit criteria so changes are not promoted without documented validation.

Provide Insight on Reporting, Analytics & Performance

Lead ServiceNow reporting and analytics for IT Support Services, designing and maintaining a tiered reporting structure with distinct views for executive leadership, mid-level management, and Team Leads.

Build executive-level reporting that summarizes service health, trend direction, and business impact - concise, visual, and decision-oriented.

Build management-level reporting covering volume, SLA attainment, backlog and aging, channel mix, assignment-group performance, and customer satisfaction.

Build Team Lead-level reporting covering queue health, individual and team throughput, reopen and reassignment rates, and day-to-day workload distribution.

Design, configure, and maintain Performance Analytics indicators, breakdowns, data collection jobs, scorecards, and dashboards; define indicator formulas and ensure metric definitions are consistent across all reporting tiers.

Establish and document a single governed definition for each KPI so figures reconcile between executive, management, and team-level views.

Identify and drive remediation of data hygiene issues that distort metrics - including improper ticket status use, misrouted or misclassified records, unassigned work, and workload that falls outside incident-based measurement.

Partner with leadership to translate reporting insight into actionable recommendations and retire or consolidate reports that no longer serve a decision.

Support ad hoc analysis and data requests, including extracts and integrations with external reporting tools.

Enable AI & Automation

Serve as the functional subject matter expert for ServiceNow AI capabilities, including Now Assist, AI Agents, AI Search, Virtual Agent, and Predictive Intelligence.

Configure, tune, train, and test AI-driven capabilities such as predictive categorization and assignment, similarity and recommendation features, summarization, and conversational self-service flows.

Design and execute the testing approach for AI features, validating accuracy, confidence thresholds, containment, deflection, and fallback-to-human behavior before and after go-live.

Measure and report on AI performance and adoption, and recommend tuning or scope changes based on outcomes.

Identify candidate processes for automation and AI-assisted deflection, and assess feasibility and expected benefit.

Configure Platforms & Provide Business Support

Gather and document requirements with stakeholders across operations, divisions, and support teams, and translate them into clear functional specifications and acceptance criteria.

Perform low-code and no-code platform configuration - forms, fields, flows, notifications, catalog items, assignment rules, SLAs, and reports - escalating architecture, scripting, and integration design work to the platform owner and development resources.

Maintain accurate documentation of process flows, configurations, KPI definitions, test artifacts, and reporting inventory.

Provide training, enablement, and support to end users, Team Leads, and Support Center teams on platform functionality, reporting, and self-service.

Communicate status, risk, and feasibility clearly to stakeholders throughout the delivery cycle.

Successfully complete required safety and compliance training programs as assigned.

Perform other reasonably related duties as assigned by immediate supervisor and other management as required.

About You:

Bachelor's Degree or the equivalent combination of education, professional training, or work experience.

4+ years of experience working hands-on with the ServiceNow platform in an analyst, QU, or reporting capacity.

Relevant ServiceNow certifications preferred (Certified System Administrator, Performance Analytics & Reporting, ATF, ITAM, or HRSD micro-certifications).

Our ideal candidate will also:

Have experience taking demonstrated ownership of software testing - writing test scripts and test cases, coordinating UAT with business users, and managing defects to closure.

Possess a strong working knowledge of ServiceNow Performance Analytics, including indicators, breakdowns, data collection, scorecards, and dashboard design.

Have practical, hands-on experience with ServiceNow AI capabilities (Now Assist, AI Agents, AI Search, Virtual Agent, or Predictive Intelligence) - configuration and tuning, not just familiarity.

Possess a working knowledge of core ServiceNow modules and the ITSM process model (incident, request, problem, change, knowledge).

Be able to build reporting for distinct audiences and to explain the same data appropriately to an executive, a manager, and a Team Lead.

Possess strong analytical skills, with the ability to research, interpret data, and solve complex process-related problems.

Demonstrate excellent oral and written communication and interpersonal skills, with the ability to convey technical and non-technical details clearly across all levels of the business and with external vendors.

Be well organized and detail-oriented, be able to prioritize competing work, manage multiple concurrent efforts, and hold a release accountable to its exit criteria.

Have hands-on experience building and maintaining automated tests in ServiceNow Automated Test Framework (ATF).

Have experience with CMDB and Asset Management (ITAM), including CI class structure and hardware and software asset lifecycle.

Have experience with ServiceNow HR Service Delivery (HRSD).

Have experience with SAP integration - understand how ServiceNow exchanges data with SAP and how to validate and test that data end to end.

Have experience supporting ServiceNow family upgrades and release cycles in a regulated or audited change management environment.

Be comfortable writing and reading queries or scripted conditions well enough to validate data and build advanced reporting.

Have experience with external reporting and BI tools, and with integrating ServiceNow data into them.

Possess project management or process improvement experience.

Have experience in a multi-site, distributed organization supporting a large internal customer base.