Job Title:  Senior ITSM Analyst

Reporting to the Director IT Infrastructure, the ITSM Administrator will manage and deploy the ServiceNow platform. In this role, you will work closely with the IT Operations, Cybersecurity, and IT Compliance leaders in deploying a CMDB and ITSM capabilities for the entire company.  This position can be located in either Berwyn, PA or Horsham, PA.

HOW YOU WILL MAKE AN IMPACT:

• Manage the day-to-day administrative tasks for the ServiceNow platform
• Configure and deploy a CMDB alongside an implementation partner
• Maintain CMDB health through ongoing monitoring and collaboration with IT leaders
• Lead the periodic upgrade/release efforts, resolving all identified conflicts
• Design and implement Catalog Items as needed
• Support the IT Operations leader in developing and reporting on ITSM KPIs and SLAs
• Maintain the Knowledge Base, collaborating with key IT process owners

WHAT YOU WILL BRING TO THE ROLE:

• Bachelor’s degree in Computer Science, Engineering or technical equivalent
• Minimum of five years of ServiceNow development and platform administration
• In-depth technical knowledge of ITSM module, including maintenance of Incident, Change, and Problem Management
• In-depth technical knowledge of the ITOM module, including deployment and upkeep of Now Discovery using agent-based, agentless, and service graph connector-based methods
• Experience configuring workflows based on business requirements
• Experience integrating ServiceNow with Azure Entra
• Ability to convert business/IT requirements into user-friendly Catalog Items
• Experience in designing reports to monitor KPIs and SLAs