SeniorServiceNow System Analyst

About Diversified:

Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world's most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.

At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.

As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.

IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.

A Service Now Analyst manages, configures, administers, and maintains the Service Now platform to support internal and external service management processes across IT Service Management (ITSM), Customer Service Management (CSM), and Field Service Management (FSM).

Key responsibilities include managing user access, customizing workflows, configuring UI policies/business rules, handling system upgrades, and ensuring platform stability. They collaborate with stakeholders to implement enhancements, troubleshoot issues, and create reports that support service operations, customer experience, and field execution.

This is a US virtual position

• Ability to work directly with internal and external clients
• Collaborate effectively with others to develop solutions and manage general updates and configuration changes/requests
• Identify system deficiencies and recommend solutions
• Manage platform upgrades, patches, and feature implementation in a timely manner with minimal or no disruption to Business operations
• Maintenance and continuous improvement of the processes, standards, policies, working methods, and tools
• Ensure appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible
• Ensure tool configuration consistency across development, QA, and production environments
• Create dashboards, reports, and homepage widgets
• Manage user accounts, groups, roles, and permissions
• Participate in ongoing production support and end user support
• Configure and optimize workflows across ITSM, CSM, and FSM modules
• Design and maintain customer case management, entitlements, SLAs, and service portals (CSM)
• Configure field service workflows including work orders, dispatching, technician scheduling, and mobile experiences (FSM)
• Build automation using Flow Designer, business rules, and UI policies to improve service efficiency
• Integrate Service Now with third-party platforms such as asset systems, monitoring systems, etc.

• BS or equivalent + 5 years related experience

• 5 + years working with the Service Now platform in an Admin/Developer an enterprise-wide, multi-tier Service Now production environment supporting multiple service domains (ITSM, CSM, FSM)
• Experience in requirements gathering and analysis, solution design, development task management, quality assurance, and release methodologies
• Strong working knowledge of Service Now core architecture and especially modules such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge Management as well as Customer Service Management (CSM) and Field Service Management (FSM)
• Experience integrating Service Now with third-party tools
• Solid knowledge of JavaScript, HTML, CSS
• Hands‑on experience integrating Service Now with external systems and operational platforms
• This position requires the ideal candidate to be customer focused
• Understanding of Web technologies like HTML, XML, Java Script
• Proven skills to effectively analyze and solve problems
• Strong analytical, troubleshooting, and communication skills

• Service Now Certified Administrator a plus
• Additional Service Now certifications in ITSM, CSM, or FSM preferred

Along with competitive compensation, you will be eligible for the following benefits:

• Multiple medical plan options to suit your family's needs
• Dental (including orthodontic coverage) and vision plans
• Company paid Basic Life, AD&D, Short-Term and Long-Term Disability Insurance, and Employee Assistance Plan (EAP)
• Healthcare and Dependent Care Flexible Spending…