Position Summary

The Senior Systems Analyst is the technical and functional owner of the organization's ServiceNow platform, with additional responsibility for analyzing, configuring, and supporting other enterprise applications such as Smartsheet and SharePoint. This role leads platform strategy and complex configuration work, mentors junior team members, and serves as the primary escalation point for platform issues across the supported application portfolio.

Key Responsibilities

• Own end-to-end configuration, administration, and continuous improvement of ServiceNow (ITSM, plus additional modules as applicable), including workflows, business rules, ACLs, notifications, and CMDB/Asset Management
• Lead the design and governance of core ITSM processes (Incident, Problem, Change, Request)
• Manage platform upgrades, release testing, and vendor/implementation partner engagements
• Build advanced reporting, dashboards, and SLA/KPI metrics for IT leadership
• Serve as systems analyst for additional platforms (Smartsheet, SharePoint, Power Automate, etc.) - gathering requirements, designing solutions, and maintaining configurations
• Lead integration efforts between ServiceNow and other enterprise systems (M365, IAM/identity platforms, HRIS)
• Ensure all supported platforms meet audit, compliance, and ITGC/SOX control requirements
• Evaluate new tools and platform capabilities; make adoption recommendations to leadership
• Own documentation standards and end-user training materials across supported platforms

Required Qualifications

• 5–7+ years administering/configuring ServiceNow, including complex workflow and integration work
• ServiceNow CSA required; CIS certification(s) (CIS-ITSM, CIS-CSM, etc.) strongly preferred
• Proven experience as a systems analyst on at least one additional platform (SharePoint, Smartsheet, Power Platform, Salesforce, or similar)
• Strong ITIL knowledge and hands-on process design experience
• Experience in a governance/compliance-driven environment (SOX, ITGC, audit controls)
• Ability to work independently with executive stakeholders and translate ambiguous business needs into scalable system solutions
• Scripting/configuration proficiency (JavaScript, Glide API) and familiarity with low-code automation