ServiceNow Analyst (Service Management)

JOB TITLE:

ServiceNow Analyst (Service Management)

LOCATION:

Deerfield Beach, Florida (Hybrid – 3–4 days onsite)

WORK HOURS:

US Time Zone

Summary

We are seeking an experienced ServiceNow Analyst to join our Service Management team. This role is responsible for supporting, enhancing, and maturing ServiceNow capabilities across CMDB, Discovery, Service Mapping, IT Asset Management (ITAM), and ITSM processes.

The ideal candidate will play a key role in driving data accuracy, improving platform efficiency, and supporting strategic initiatives aligned with IT operations and service management best practices.

Responsibilities

ServiceNow Platform & CMDB

• Maintain and enhance the Configuration Management Database (CMDB) to ensure data accuracy and integrity
• Provide guidance during CMDB office hours, supporting audits, lifecycle activities, and user inquiries
• Perform User Acceptance Testing (UAT) for CMDB-related stories and enhancements

Discovery & Service Mapping

• Support and optimize Discovery schedules
• Enhance and maintain Service Mapping for business services and infrastructure

IT Asset Management (ITAM)

• Support and improve Hardware Asset Management (HAM Pro) and Software Asset Management (SAM Pro)
• Ensure proper lifecycle management and compliance of IT assets

Reporting & Integration

• Develop and enhance ServiceNow reports and dashboards
• Assist with integration development (e.g., Intune, Tanium, and other Service Graph integrations)
• Support reporting initiatives, including Power BI (preferred)

Process Improvement & Support

• Contribute to ITSM, ITOM, and ITAM initiatives
• Improve Knowledge Management practices
• Assist with ad-hoc tasks and continuous improvement efforts

Key Initiatives

• Streamline and automate CMDB maintenance processes
• Reassess and mature the Common Service Data Model (CSDM) framework
• Implement ITAM publisher packs and vendor integrations
• Improve CMDB reconciliation and data quality controls
• Enhance self-service reporting capabilities using ServiceNow and Power BI
• Develop and deliver training materials and documentation for CMDB and ITAM

Qualifications

• Minimum 5 years of experience with ServiceNow Configuration Management (Yokohama instance or later)
• ServiceNow System Administrator Certification (required)
• ServiceNow CMDB Certification (preferred)
• Hands-on experience with:
• CMDB
• Discovery
• Service Mapping
• Service Graph / integrations
• ITAM (HAM Pro / SAM Pro)

Technical Skills

• Strong data analysis and reporting capabilities
• Experience with ServiceNow dashboards and reporting tools
• Familiarity with Power BI is a plus
• Understanding of integrations (e.g., Intune, Tanium, SAM/HAM providers)

Soft Skills

• Strong analytical thinking and problem-solving abilities
• Excellent verbal and written communication skills
• Highly organized with strong time management and documentation skills
• Ability to work independently and manage multiple priorities
• Detail-oriented with a proactive and inquisitive mindset
• Adaptable in fast-paced environments with tight deadlines

Preferred Attributes

• Experience working in Agile environments
• Innovative mindset with a focus on continuous improvement
• Ability to collaborate across technical and business teams