Lead ServiceNow Analyst
Job in
King of Prussia, Montgomery County, Pennsylvania, 19406, USA
Listed on 2026-10-16
Listing for:
Liberty Personnel Services, Inc.
Full Time
position Listed on 2026-10-16
Job specializations:
-
IT/Tech
IT Business Analyst, Business Systems & Technology Analysis, IT Consultant, IT Specialist
Job Description & How to Apply Below
A decentralized organization is seeking a Service Now SME to partner with HR, Finance, IT, and Operations teams to improve service delivery, streamline workflows, and enhance customer support across multiple business units. This is a highly customer-facing role where you will serve as the trusted Service Now expert and advisor to the business.
Responsibilities:
- Partner directly with HR, Finance, IT, and Operations to gather requirements and translate business needs into scalable Service Now solutions.
- Lead workshops, discovery sessions, and process design discussions with both technical and non-technical stakeholders.
- Document current and future-state processes, user stories, and functional/technical specifications.
- Configure, enhance, and support Service Now modules including HRSD, ITSM, ITOM, ITAM, and related workflow automation tools.
- Improve service delivery across decentralized profit centers by optimizing workflows, building integrations, and implementing platform enhancements.
- Own platform governance, including upgrade planning, release coordination, and ongoing enhancement roadmap.
- Provide end-user training, documentation, and ongoing stakeholder support to drive adoption and platform effectiveness.
- Collaborate with technical teams on integrations, data flows, and system interoperability across enterprise applications.
Requirements:
- Extensive Service Now experience in a business analyst, functional consultant, or platform owner capacity.
- Strong experience with ITSM, HRSD, ITOM, ITAM.
- Proven ability to gather requirements and translate them into Service Now configurations and user stories.
- Experience leading workshops and engaging directly with business stakeholders.
- Solid understanding of Service Now workflows, catalog items, scripting basics, and platform capabilities.
- Experience with integrations between Service Now and enterprise systems (HR, Finance, ERP, etc.).
- Strong communication skills with the ability to operate in a customer-facing, consultative role.
- Experience supporting platform upgrades, enhancements, and release cycles.
- Ability to work in a decentralized or multi-business-unit environment strongly preferred.
- Service Now certifications (CSA or CIS) preferred.
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