Senior Analyst

The Senior ServiceNow Analyst & Platform Administrator is responsible for the administration, support, configuration, release coordination, and operational excellence of the ServiceNow platform.
Working across multiple product pods and ServiceNow capabilities, this role ensures platform environments remain stable, secure, available, and ready to support ongoing delivery. The Senior Analyst partners closely with Product Owners, Business Analysts, Developers, Solution Architects, QA Analysts, and business stakeholders to support successful deployments, maintain platform health, and continuously improve platform operations.
The successful candidate combines strong ServiceNow administration expertise with excellent organization, problem-solving, and coordination skills. They serve as a trusted platform expert, helping delivery teams move efficiently while ensuring the platform remains reliable and supportable.
Key Responsibilities
Platform Administration & Configuration
Administer and maintain ServiceNow platform capabilities across development, test, and production environments.
Configure and support users, groups, roles, notifications, catalog items, workflows, and platform settings.
Support ServiceNow products including ITSM, ITAM, ITOM, SPM, IRM, HRSD, CSM, Employee Center, Knowledge Management, and custom applications.
Monitor platform performance, health, and availability.
Troubleshoot and resolve platform issues, incidents, and configuration defects.
Support environment refreshes, cloning activities, and platform maintenance activities.
Release Coordination & Deployment Support
Coordinate platform releases across multiple delivery teams and pods.
Manage release schedules, deployment planning, release readiness reviews, and production deployment activities.
Partner with Product Owners, Developers, QA Analysts, and stakeholders to ensure releases are well planned and successfully executed.
Coordinate upgrade preparation, testing activities, validation efforts, and post-deployment support.
Track release dependencies, risks, and conflicts and work with delivery teams to resolve them.
Maintain release documentation, deployment records, release calendars, and communication plans.
Support change management processes associated with platform releases and upgrades.
Platform Operations & Support
Monitor scheduled jobs, integrations, automations, and platform services.
Support incident investigation, root cause analysis, and problem resolution activities.
Partner with developers and architects to resolve complex technical issues.
Assist with production support activities and major incident response when required.
Monitor and improve platform reliability, availability, and supportability.
Support platform security administration and access management activities.
Delivery Enablement
Provide guidance to Product Owners, Business Analysts, and project teams on platform capabilities and operational considerations.
Assist delivery teams with deployment planning and release readiness activities.
Support testing coordination and production validation activities.
Identify operational impacts of proposed solutions and platform changes.
Help teams navigate platform capabilities and administrative processes.
Continuous Improvement
Identify opportunities to improve platform stability, operational efficiency, and user experience.
Automate repeatable administrative and operational activities wherever possible.
Evaluate new platform capabilities and recommend operational improvements.
Develop and maintain documentation, knowledge articles, runbooks, and support procedures.
Contribute to the ongoing maturity of ServiceNow platform operations.
Required Qualifications
Bachelor's degree in information systems, Computer Science, Business Technology, or equivalent experience.
5+ years of experience supporting enterprise applications or SaaS platforms.
3+ years of hands-on ServiceNow administration experience.
ServiceNow Certified System Administrator (CSA).
Strong knowledge of:
ServiceNow platform administration
User, role, and group management
Platform configuration
Service Catalog
Knowledge Management
Flow Designer
Platform upgrades and release processes
Environment management
Experience coordinating releases across multiple teams and stakeholders.
Strong troubleshooting and analytical skills.
Excellent communication and organizational abilities.