Senior EBA Technical Analyst - ServiceNow

The ServiceNow Engineer designs, develops, and supports scalable solutions on the ServiceNow platform that enable disciplined IT governance and operational execution across the enterprise. This role partners with IT Governance leadership, ITSM process owners, and cross-functional technology teams to translate requirements into durable platform capabilities—spanning Incident, Problem, Change, Request, Major Incident, Service Portal/Catalog, CMDB, and Hardware/Software Asset Management. 

The Senior Technical Analyst – Service Now ensures platform solutions are built to standards, well-documented, secure, supportable, and aligned to a consistent release and quality model. automation where appropriate. 

Your Role & Responsibilities 

• Design, configure, and develop ServiceNow solutions using platform best practices and development standards (e.g., ITSM workflows/flow designer, incident, service portal/catalog, CMDB, ITAM/HAM, SPM, FSM, HCLS, CSM). 

•  Own technical delivery end-to-end: requirements refinement, technical design, configuration/scripting, testing, deployment support, and post-release stabilization. 

• Build maintainable automation using platform features (e.g., workflows, catalog, portal experiences) to reduce manual effort and improve consistency. 

• Design and implement integrations between ServiceNow and external systems using APIs and integration patterns. 

• Troubleshoot complex platform issues, and implement corrective fixes to improve reliability and performance. 

• Participate in platform upgrades and release activities 

• 3+ years of hands-on ServiceNow experience in an enterprise environment, including configuration and development across core ITSM capabilities (Incident, Problem, Change, Request) and operational modules (Major Incident, Service Portal/Catalog) 

• Experience working with platform operations practices (platform health, upgrades, operational reporting). 

• Supporting CMDB and HAM 

Preferred Certifications 

• ServiceNow Certified System Administrator (CSA) 

• ServiceNow Certified Application Developer (CAD) – within a year 

Competencies (Skills & Knowledge You’ll Bring)

Technical / Platform Engineering 

• Strong ServiceNow engineering fundamentals: configuration + scripting, modular design, and supportable solution patterns. 

• Working knowledge across ITSM domains and governance-enabling modules: Incident, Problem, Change, Request, Service Portal/Catalog, CMDB, ITAM/HAM, SPM, FSM, HCLS, CSM 

• Integration engineering competency using API-based patterns; ability to maintain and troubleshoot integrations. 

Operational Excellence 

• Platform health and performance mindset: proactive monitoring, root-cause problem solving, and reliability improvements. 

• Release and upgrade: contributes to upgrades, regression testing, and deployment readiness. 

• Documentation: produces clear technical documentation that supports auditability, supportability, and repeatable operations.