ServiceNow Business Analyst

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 ServiceNow Business Analyst at their Lafayette Hill, PA office. This is a hybrid role, requiring Tuesday - Thursday in office. Candidates must be local to Lafayette Hill, PA. No relocation assistance provided. Do you have experience in IT and a deep knowledge of ServiceNow? Are you analytically minded and results-oriented? Do you enjoy building alignment between business goals and technical capabilities? If so, we’d like you to join our dedicated team as a ServiceNow Business Analyst. About the Role: The ServiceNow Business Analyst bridges business goals and technical capabilities across all company divisions. This client-facing role includes gathering requirements, leading workshops, translating processes into technical specs, and supporting the implementation of ServiceNow across Hajoca’s National Support Center. Responsibilities also include designing enterprise solutions, developing custom integrations, and using AI automation to improve customer service. The ideal candidate combines deep ServiceNow expertise with business experience. As an internal consultant, they will define service improvement strategies, deliver practical departmental solutions, and drive ongoing advances in service delivery. In this role, you will:

• Collaborate with stakeholders, including internal teams, operations, and business units, to gather requirements and ensure that the platform meets organizational needs.
• Ensure a world-class customer support experience for our Profit Centers through continuous improvement.
• Translate complex technical specifications into business logic and vice versa.
• Document enhancement requests and technical specifications related to the service portfolio of products.
• Maintain clear communication with stakeholders regarding status updates and feasibility assessments.
• Leverage platform expertise and collaboration to maintain deep knowledge of ServiceNow modules, including IT and CRM workflows, HRSD, security & risk, AI, etc.
• Ensure deliveries are complete, consistent, and aligned with customer expectations.
• Identify and implement functionality to improve user experience and process efficiency.
• Configure and develop custom ServiceNow applications, widgets, and workflows.
• Lead the implementation of new features, software upgrades, and patches to the ServiceNow environment.
• Optimize processes by assessing current business practices, identifying gaps, and enhancing workflows for improved efficiency.
• Collaborate with cross-functional teams to identify opportunities for system improvements, providing recommendations for upgrades and new technologies.
• Develop and maintain clear documentation of ServiceNow systems, forms, process flows, and workflows, including configuration, technical details, troubleshooting procedures, and best practices.
• Provide training and support to end users and internal Support Center teams to ensure efficient use of the platform.
• Successfully completerequiredsafety and compliance training programs as assigned.
• Perform otherreasonably relatedduties as assigned by immediate supervisor and other management asrequired. About You:
• Bachelor's Degree or the equivalent combination of education, professional training, or work experience.
• 5+ years of experience in IT with deep knowledge of the ServiceNow platform.
• Knowledge of specific ServiceNow modules such as ITSM, ITAM, ITOM, and HRSD. Our ideal candidate will also:
• Have project management experience.
• Be knowledgeable of Asset Management.
• Possess a working knowledge of Artificial Intelligence techniques and systems integrating with ServiceNow.
• Have an advanced understanding of Networking, Active Directory concepts (Accounts, security groups), and other integrating systems.
• Have knowledge of Microsoft Teams and integration with Cisco UC platforms and ServiceNow.
• Demonstrate excellent oral and written communication and interpersonal skills, with the ability to clearly convey technical and non-technical details. Be able to work effectively across all levels of the business as well as with external vendors.
• Be able to work collaboratively in a team environment and liaise with technical and non-technical stakeholders to define goals and communicate processes.
• Be able to research, analyze data, and solvecomplextechnical andprocess-relatedproblems
• Be professional, organized, and able to manage work, time, and problems. Be able to prioritize work projects and multitask.
• Demonstrate proven project management capabilities with the ability to manage multiple priorities.
• Possess strong analytical and problem-solving skills and attention to detail. Be able to meet deadlines
• Be customer service oriented and have a strong desire to meet the needs of external and internal customers.
• Be results-oriented and focused on attaining goals and objectives with a commitment to continuous learning. The benefits of working with us: Our culture is well-suited for exceptional people who use their talents to drive business and want to share in the financial success their efforts yield. In addition to a competitive starting wage, we offer a Profit-Sharing Program that provides each team member with an opportunity to earn a direct share of the profits on an annual basis. In addition to our generous compensation package, Hajoca also offers: Full-time benefits (for team members working 30 or more hours per week):
• Medical, dental, vision, and prescription coverage
• Accident, Hospital Indemnity, and critical care coverage
• Life insurance and Long Term Disability
• Pre-tax accounts for healthcare, dependent care, and commuter benefits
• Paid vacation, holidays, and sick time (sick time also offered to PT team members as required by state law)
• Paid pregnancy and parental leave
• Paid day of community service Full-time and part-time benefits:
• 401(k)
• Retirement cash account with company contributions
• Targeted training programs focused on your personal and professional growth
• Company wellness program
• Employee discounts
• College tuition benefits
• Please note that benefit offerings may differ for teammates employed through an intern program. EEOC Statement Hajoca Corporation is an Equal Opportunity Employer (Equal Opportunity Employer/Veterans/Disabled). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, national origin, age, veteran status, disability, or any other protected category pursuant to federal, state or local laws and will not be discriminated against on the basis of any such categories/status. Hajoca is committed to providing reasonable accommodations for qualified individuals with disabilities including, but not limited to, during the application process. Please let us know if you need assistance or an accommodation due to a disability. Background Screening Statement We are a drug free workplace. Employment is contingent upon pre-employment drug screening, and successful completion of a criminal background investigation subject to any federal, state and local laws.