Senior IT Analyst (ServiceNow)

Job Description

Job Description

Senior Information Technology Analyst

Title: Senior Information Technology Analyst

Employment Type: 6-month contract

Compensation Range: $63-$73 per hour

Location: Downtown Los Angeles, CA

Work Schedule: 9/80 hybrid schedule; onsite Monday and Tuesday; start as early as 7:00 a.m.–4:45 p.m.; every other Friday off

Industry: Public-Sector Water Utility / Critical Infrastructure

Company Overview

This large Southern California public-sector water utility operates critical regional infrastructure and relies on enterprise information technology systems to support complex operational, administrative, and service functions. The Information Technology organization supports applications, infrastructure, databases, security, enterprise platforms, and end users across a highly structured operating environment.

Position Summary

The Senior Information Technology Analyst is an advanced journey-level technical specialist responsible for supporting enterprise information technology systems and leading complex technical work. This assignment will primarily support the ServiceNow ITSM module on the Zurich release while providing support for ServiceNow Software Asset Management and Governance, Risk, and Compliance / Integrated Risk Management modules as required.

The position requires exceptional technical and functional ServiceNow experience, including Service Catalog development, workflow configuration, JavaScript, UI configuration, Business Rules, reporting, dashboards, and production support. The Senior Information Technology Analyst also provides technical leadership, analyzes system requirements, develops and tests solutions, supports users, and contributes to information technology standards, procedures, and project delivery.

Key Responsibilities

• Support ServiceNow applications with primary responsibility for the ITSM module on the Zurich release and additional support for SAM and GRC/IRM modules as required.
• Build Service Catalog items and workflows using flow logic.
• Write JavaScript as required for development and configuration of ServiceNow workflows.
• Create and modify UI Policies, UI Actions, forms, and Business Rules.
• Build and modify ServiceNow reports and dashboards.
• Resolve ServiceNow production support requests, incidents, and platform issues.
• Lead, coordinate, and participate in information systems operational activities involving application development, network administration, database analysis, systems security, and technical support.
• Plan, prioritize, assign, review, and participate in technical work consistent with organizational and operational requirements.
• Identify resource requirements and coordinate technical support schedules and service delivery.
• Participate in developing policies and procedures and recommend improvements to existing technical standards and processes.
• Oversee assigned projects and monitor performance, quality, timeliness, specifications, and applicable information systems requirements.
• Perform complex technical assignments and develop information system solutions addressing user and operational needs.
• Analyze requests for system modifications and new application development and recommend appropriate technical solutions.
• Perform detailed application analysis, development, testing, documentation, and user training.
• Analyze, upgrade, and maintain system databases and support application software installation and configuration.
• Develop programs and technical solutions addressing database and application requirements.
• Perform network administration activities as required, including software configuration, system maintenance, user administration, backup and recovery, and security controls.
• Provide technical support and training to system users across enterprise software applications.
• Conduct research into new and evolving technologies and recommend appropriate system and process improvements.
• Prepare technical, analytical, statistical, and operational reports.
• Maintain confidentiality when working with sensitive personnel, operational, and strategic information.

Required Qualifications

• Bachelor’s degree from an accredited college or university in information technology or a related field and six years of relevant experience.
• 3–4 years of ServiceNow module experience.
• Hands-on ServiceNow ITSM experience.
• ServiceNow Software Asset Management experience.
• ServiceNow GRC / Integrated Risk Management experience.
• Experience building Service Catalog items and workflows.
• Experience writing JavaScript within the ServiceNow platform.
• Experience configuring UI Policies, UI Actions, forms, and Business Rules.
• Experience developing ServiceNow reports and dashboards.
• Experience supporting production ServiceNow requests and resolving platform issues.
• Knowledge of information systems support and analysis programs, systems analysis, database analysis, network administration, security controls, application development, testing, implementation, hardware, and software configuration.
• Ability to analyze business requirements and design and implement appropriate system solutions.
• Ability to lead, organize, coordinate, and review technical work.
• Strong written and verbal communication skills.
• Ability to establish collaborative working relationships across organizational levels and with external stakeholders.
• Valid California Class C Driver License permitting driving in the course of employment.
• Current U.S. work authorization that does not now or in the future require employment visa sponsorship.

Preferred Qualifications

• Bachelor’s degree specifically in information technology, computer science, information systems, or a closely related discipline.
• Advanced functional and technical ServiceNow expertise.
• Experience supporting ServiceNow within a large enterprise or public-sector operating environment.
• Experience supporting multiple ServiceNow modules within the same enterprise platform.
• Experience providing technical leadership on complex information systems projects.