ServiceNow Delivery & Configuration Analyst

Under the guidance of the IT Service Delivery Director, the ServiceNow Delivery and Configuration Analyst is responsible for administering and optimizing the full ServiceNow platform. This includes managing key modules such as Incident, Change, Request, Asset, AI capabilities, and Knowledge Management. The role also encompasses oversight of platform reporting, integrations, and license governance. This position is centered on continuous process improvement. The analyst will gather, refine, and document requirements supporting the Paradies ServiceNow Roadmap. A strong foundational knowledge of IT service management and ITIL processes is essential. Success in this role requires the ability to engage effectively with technical teams, IT leadership, external partners, and business stakeholders to resolve process challenges and ensure seamless platform operations.

Responsibilities

Key Job Functions

• The ServiceNow Analyst will be a bridge between Business and technology analyzing technical issues that arise in SNOW Production
• Responsible for development of formal requirements and documentation for ServiceNow enhancements
• Maximize ServiceNow software releases through configuration tasks and feature delivery
• Understand IT and business requirements with the ability to develop, test, deploy improvements, and update workflows.
• Create and execute test cases; manage UAT with stakeholders and obtain user acceptance sign-off for all enhancements
• Leverage business knowledge to drive process improvements and enhance system usability.
• Ensure proper configuration and design workflows for asset and configuration management
• Drive the ServiceNow business strategies and roadmap
• Recommend any improvements regarding the platform, processes, or reporting
• Create and maintain system design and operations documentation
• Assist with the ROI and impact analysis for ServiceNow updates
• Assist with assimilating new technical changes to ServiceNow into other parts of the business
• Integrate ServiceNow application(s) with third-party systems/applications via APIs
• Configure out-of-the-box workflows and create/maintain custom workflows
• Configure application related fields, forms, views, email notifications, acceptance roles and access controls
• Maintain the asset tables and contribute to governance processes relating to asset management
• Work with ServiceNow to maintain the development/test and production environments

Qualifications

• University or College degree in Computer Science or related field, or equivalent work experience
• Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences
• ServiceNow Certified System Administrator (CSA)
• ITILv3/V4 Foundation certification strongly desired
• Experience implementing systems using waterfall or agile methodology leveraging Jira
• 3 - 5 years’ experience as a ServiceNow Analyst/developer that demonstrates proven experience in all aspects of ServiceNow development, configuration, and administration
• Experience with project scoping, planning, requirements gathering, pricing, and process mapping.

Job Location: Atlanta, Georgia, United States

Position Type: Fulltime/Regular