ServiceNow Analyst

Job Description

Posted Friday, August 21, 2026 at 5:00 AM | Expires Sunday, November 1, 2026 at 4:59 AM

Hajoca Corporation is one of the country’s largest privately-held wholesale distributors of plumbing, heating & cooling, and industrial supplies. Founded in 1858, Hajoca is a company based on the principles of “Service, Integrity, Reliability,” and on relationships of trust and support with teammates, customers, and suppliers. Throughout its history, Hajoca has played an active role in shaping advances in plumbing. However, we attribute our success to two simple truths;

a unique business philosophy and talented people. Hajoca is all about the people, who give us our advantage, and who will guide us successfully into the future.

Hajoca has over 400 locations nationwide, called Profit Centers; and at the foundation of our family of businesses is a National Support Center (NSC) where Centers of Excellence are dedicated to enabling the success of our Profit Centers.

The IT Support and Operations team in our National Support Center (NSC) is looking for a S
ervice

Now Analyst
at their Lafayette Hill, PA office. This is a hybrid role requiring three days in office.

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

About the Role:

The Service Now Analyst owns the quality and the visibility of everything Hajoca builds on the Service Now 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 Service Now’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 Service Now 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 Service Now 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 Service Now reporting and…