IT Solutions Analyst

Accountabilities

• Gather, analyze, and document business requirements through stakeholder workshops, interviews, and process mapping involving sales, customer service, manufacturing, and finance teams.

• Translate business needs into functional specifications, user stories, acceptance criteria, and technical solution designs aligned with ServiceNow best practices.

• Evaluate the impact of platform upgrades, new releases, and process changes, prioritizing out-of-the-box (OOTB) solutions over unnecessary customizations.

• Configure, enhance, and support ServiceNow Customer Service Management (CSM), including case management, customer and account data, entitlements, SLAs, Customer Service Portal, Virtual Agent, and knowledge management.

• Develop and maintain Manufacturing Commercial Operations (MCO) and Sales and Order Management (SOM) capabilities, including product and quote catalogs, order capture, fulfillment orchestration, order tracking, and manufacturing workflows.

• Design and develop custom scoped applications using Flow Designer, Workflow Studio, Business Rules, Script Includes, UI Policies, Client Scripts, UI Builder, Workspaces, and Service Portal.

• Build and maintain integrations between ServiceNow and enterprise systems such as Salesforce, ERP, PLM, MES, telephony platforms, on-premise applications, and databases using REST/SOAP APIs, Integration Hub, MID Server, JDBC, and data import sets.

• Implement, configure, and optimize ServiceNow AI capabilities, including Now Assist, AI Agents, Virtual Agent, AI Search, and Build Agent, to improve case resolution, order processing, and agent productivity.

• Develop test plans and test cases, conduct functional and regression testing, and coordinate User Acceptance Testing (UAT) with relevant stakeholders.

• Manage deployments across ServiceNow instances using update sets and application repositories while following established change management, release management, and source-control practices.

• Prepare release notes, technical documentation, training materials, and knowledge articles, and support end-user and super-user training.

• Provide Tier 2 and Tier 3 production support for CSM, MCO, and SOM, including incident management, troubleshooting, root-cause analysis, and permanent issue resolution within agreed SLAs.

• Monitor platform health, data quality, and application performance while proactively identifying process gaps, configuration issues, and opportunities for improvement.

• Support platform upgrades, family release adoption, technical debt reduction, and continuous platform optimization.

• Maintain solution documentation, data models, process flows, and technical specifications while contributing to product backlogs and Agile sprint planning.

• Collaborate with architects, developers, and platform owners to ensure compliance with security standards, access controls (ACLs), data governance, and regulatory requirements.

• Monitor solution adoption and business performance through dashboards and Performance Analytics, tracking KPIs such as case resolution time, order cycle time, and SLA attainment.

• Mentor junior analysts, share technical knowledge, and contribute to the development of ServiceNow best practices across the organization.

Requirements:

• Bachelor's degree in Information Systems, Computer Science, Engineering, Business, or a related discipline, or equivalent practical experience.

• At least 5 years of hands-on experience working with ServiceNow as a platform analyst, administrator, or developer.

• Demonstrated implementation and production support experience in at least two of the following ServiceNow modules: Customer Service Management (CSM), Manufacturing Commercial Operations (MCO), and Sales and Order Management (SOM).

• Proven experience developing custom scoped applications on the ServiceNow platform, from requirements gathering and solution design through deployment and ongoing support.

• Experience supporting production ServiceNow environments, including incident management, root-cause analysis, platform upgrades, and release cycles.

• ServiceNow Certified System Administrator (CSA) certification and ServiceNow Certified Application Developer (CAD) certification are required.

• ServiceNow Certified Implementation Specialist – Customer Service Management (CSM) and Sales and Order Management (SOM) certifications are preferred.

• Certifications in Manufacturing Commercial Operations (MCO) or equivalent manufacturing-focused ServiceNow credentials are a strong advantage.

• Strong understanding of the ServiceNow data model, tables, access control lists (ACLs), roles, CMDB, and customer service data structures.

• Proficiency in JavaScript (server-side and client-side), Glide APIs, Flow Designer, Workflow Studio, and scoped application development.

• Practical experience integrating ServiceNow with Salesforce, on-premise applications, databases, and enterprise platforms using REST/SOAP APIs, SQL, JDBC, Integration Hub, MID Server, import sets, and transform maps.

• Hands-on knowledge of ServiceNow AI capabilities, including Now Assist skills for CSM and SOM, case and order summarization, resolution notes, knowledge generation, Virtual Agent, AI Search, and Now Assist Skill Kit (NASK).

• Working knowledge of agentic AI capabilities, including configuring and governing AI Agents, developing agentic workflows, selecting model providers, and managing Now Assist administration, licensing, and governance guardrails.

• Experience with Customer Service Portal, Service Portal, UI Builder, and Workspaces, particularly Customer Service Workspace.

• Understanding of business processes such as order-to-cash, quote-to-order, entitlement management, warranty management, and contract management.

• Familiarity with Agile methodologies, including Scrum and SAFe, user story development, and tools such as ServiceNow Agile Development, Jira, or Azure DevOps.

• Ability to prepare functional specifications, test cases, process documentation, and technical presentations for both technical and non-technical audiences.

• Strong analytical and problem-solving skills, with a focus on identifying root causes and implementing sustainable solutions rather than temporary workarounds.

• Excellent written and verbal communication skills, including the ability to facilitate workshops and explain complex technical concepts to business stakeholders.

• Strong stakeholder management skills and the ability to balance competing priorities across commercial, customer service, manufacturing, and IT teams.

• Customer-focused mindset, with an emphasis on measurable business outcomes, solution adoption, and service quality.

• Self-motivated, detail-oriented, and comfortable working independently in a fast-paced Agile environment.

• Ability to collaborate effectively with onshore and offshore development teams.

Additional advantages:

• Hands-on experience with MCO and manufacturing commercial processes, including contracts, pricing, and order-to-delivery visibility.

• Experience with Configure, Price, Quote (CPQ) solutions such as ServiceNow SOM, Salesforce CPQ, or Oracle CPQ, including product catalogs, pricing rules, quote-to-order workflows, and ERP integrations.

• Additional certifications in ServiceNow Certified Technical Architect (CTA), Integration Hub, Performance Analytics, Now Assist, Generative AI, Agentic AI, or Predictive Intelligence.

• Experience developing custom AI skills and AI Agents or using Build Agent to create intelligent workflows.

• Experience integrating ServiceNow with ERP platforms such as Oracle Fusion, CRM systems such as Salesforce, and PLM or MES solutions.

• Familiarity with CI/CD processes, Git integration, source control, and Automated Test Framework (ATF).

• Exposure to data analytics and visualization tools such as Power BI or Tableau.

• Previous experience coordinating projects or mentoring junior team members.

Working Conditions:

• Primarily remote working arrangement, with occasional business travel.

• Participation in an on-call rotation for critical production incidents.

• Availability for occasional after-hours support during releases, upgrades, and maintenance activities.

• Candidates must be based locally within the position's designated location. Relocation assistance and visa sponsorship are not available.

Benefits:

• Primarily remote working environment, offering flexibility in day-to-day work.

• Opportunity to work with advanced ServiceNow enterprise solutions and AI-powered technologies.

• Exposure to large-scale digital transformation projects across customer service, manufacturing, and commercial operations.

• Opportunity to develop expertise in ServiceNow CSM, MCO, SOM, integrations, and agentic AI.

• Professional development through continuous learning, platform upgrades, and exposure to emerging technologies.

• Collaborative working environment involving international stakeholders and cross-functional technical teams.

• Opportunities to contribute to strategic IT initiatives and continuous improvement projects.