ServiceNow SPM Analyst

Job Description:
Our client is seeking a ServiceNow SPM Systems Analyst to serve as the technical owner of the enterprise platforms powering IT Service Management (ITSM) and IT Portfolio Management capabilities. In this role, you’ll go beyond day-to-day administration — you’ll be a strategic partner to IT and business stakeholders, shaping how the SPM platform evolves to meet organizational needs. If you have a passion for all things ServiceNow and thrive at the intersection of technical depth and business impact, this is your opportunity to join a rapidly growing team and play a central role in delivering an enterprise-wide upgrade to the ServiceNow Zurich release.

Requirements:
• 3+ years of experience in a technical analyst or systems administration role within ITSM or IT Portfolio Management environments, including at least 1 year of direct, hands-on experience with the ServiceNow SPM module.
• Proven ability to configure and administer core ServiceNow modules including Incident, Problem, Change, Service Catalog, Request Management, and CMDB.
• Hands-on development experience building ServiceNow functionality — business rules, workflows, client scripts, script includes / reusable server-side logic, and/or scoped applications.
• Strong JavaScript proficiency and working experience with ServiceNow integration tools, including Integration Hub, import sets, and transformation maps.
• Experience integrating ServiceNow SPM with SAP, including data exchange, workflow alignment, or system interoperability across both platforms; broader SAP functional or technical experience is a strong plus.
• Demonstrated analytical and problem-solving ability, with a track record of diagnosing complex system issues and delivering durable solutions — not just workarounds.

Nice to have:
• ServiceNow Certified System Administrator (CSA) or Certified Application Developer (CAD).
• Working knowledge of ITIL practices and/or project and portfolio management tools such as Atlassian or Microsoft Project.
• Experience supporting platform upgrades, including test planning, documentation, and production deployment coordination; familiarity with the ServiceNow Zurich release is a plus

Responsibilities:
• Own the platform: Administer and support ITSM and portfolio management applications end-to-end — ensuring reliability, performance, and a strong user experience.
• Build and configure: Design and implement ServiceNow enhancements including workflows, scripts, integrations, and new platform functionality aligned to business requirements.
• Solve the hard problems: Lead root cause analysis on system issues and implement solutions that prevent recurrence — not just fix what’s broken today.
• Partner with the business: Engage IT and business stakeholders to translate requirements into effective, scalable technology solutions.
• Drive continuous improvement: Identify opportunities to optimize application performance, standardize configurations, and modernize processes across the platform.
• Manage project delivery: Contribute to or lead IT initiatives, keeping work aligned with portfolio priorities and organizational objectives.