ServiceNow Technical Analyst

Do you enjoy building hands-on solutions in ServiceNow? Do you take pride in writing clean code and solving complex technical problems? Are you eager to explore new AI capabilities and put them into practice? If so, we’d like you to join our dedicated team as a ServiceNow Technical Analyst.   

About the Role: 

The Technical Analyst is the hands-on builder for Hajoca’s ServiceNow platform. You spend most of your day in the platform itself: writing business rules and client scripts, building flows and custom actions in Flow Designer, designing forms, configuring workspaces in UI Builder, and creating catalog items in Catalog Builder, then deploying that work to production.

You turn business requirements into working functionality, and you hold your own work to a high standard: clean code, reusable patterns, clear documentation, and solutions that survive upgrades. You also set the technical standards for the platform and review partner company development work against them, but building is the core of the job. The role has no direct reports.

You will work daily with the platform lead, the platform analyst, and developers from our partner company. You will also keep learning as the platform adds new AI capabilities, including ServiceNow Otto (Now Assist) and EmployeeWorks/Moveworks.

In this role, you will:

Develop & Configure the ServiceNow Platform 

Write and maintain server-side and client-side scripts, including business rules, client scripts, script includes, UI actions, UI policies, and scheduled jobs.

Build flows, subflows, and custom actions in Flow Designer, including reusable actions that other developers can use.

Design and build forms, including layouts, sections, views, related lists, field behavior, and form-level logic.

Configure ServiceNow workspaces in UI Builder, including pages, components, data resources, and actions.

Create and maintain catalog items in Catalog Builder, including variables, variable sets, record producers, and the fulfillment flows behind them.

Configure notifications, assignment rules, SLAs, roles, and access controls.

Build scoped applications and custom tables when the platform’s built-in options fall short.

Test your own work, deploy it through update sets, and document every change. 

Receive and work incidents on the platform escalated from the platform lead or platform analyst, and debug difficult defects using logs, the script debugger, and flow execution details.

Build Integrations & Maintain Data Quality

Build and maintain integrations between ServiceNow and other Hajoca systems using REST and SOAP APIs, IntegrationHub spokes, import sets, and transform maps, with a MID Server where needed.

Write the scripts, flows, and mappings that move data, with error handling, logging, and retry behavior built in.

Troubleshoot failed integrations by tracing authentication, payload, mapping, and scheduling problems to root cause.

Support identity and collaboration integrations, such as Microsoft Entra single sign-on and Microsoft Teams.

Run data loads, migrations, and bulk updates with validation steps and rollback plans, and keep reference, user, and CMDB data clean. 

Manage Platform Upgrades & Releases

Plan and carry out ServiceNow upgrades, including family releases and patches, from sub-production through go-live.

Review skipped changes, upgrade conflicts, and customization impact, and fix what an upgrade breaks.

Package work in update sets, preview and promote it across instances, and document manual steps and post-deployment verification.

Manage the environments, including cloning, plugins, store apps, and technical debt.

Work with the platform lead in JIRA to estimate, sequence, and deliver technical work.

Establish & Uphold Development Standards

Build with the platform’s built-in capabilities first and use custom code only when it is justified and documented.

Define and maintain development standards, including naming conventions, scripting practices, and the criteria work must meet before it is promoted.

Review partner company developers’ work against those standards and give specific feedback on what to fix.

Keep standards, design notes, and knowledge articles current. 

Train and guide junior developers, analysts, and administrators, and explain technical trade-offs plainly to stakeholders.

Explore & Implement AI & Emerging Platform Capabilities

Learn and work with ServiceNow’s new AI capabilities as they arrive, including ServiceNow Otto (Now Assist) and EmployeeWorks/Moveworks.

Configure these capabilities alongside the flows, forms, and catalog content they depend on.

Test AI-driven experiences and recommend adjustments based on how they perform.

Successfully complete required safety and compliance training programs as assigned.

Perform other reasonably related duties as assigned by immediate supervisor and other management as required.

About You: 

Bachelor's degree, or equivalent education, training, or work experience.

5+ years of hands-on ServiceNow experience as a developer or technical analyst.

ServiceNow certifications such as Certified System Administrator, Certified Application Developer, or Certified Implementation Specialist a plus.

Our ideal candidate will also: 

Possess advanced JavaScript and ServiceNow scripting skills, including business rules, client scripts, script includes, and UI actions. 

Have hands-on experience building flows, subflows, and custom actions in Flow Designer.

Be experienced designing forms and configuring UI policies, field behavior, and views.

Have experience configuring workspaces in UI Builder and building catalog items in Catalog Builder.

Have proven experience designing, building, and supporting integrations through REST or SOAP APIs, import sets, or IntegrationHub, including authentication, error handling, and monitoring.

Have hands-on experience managing ServiceNow upgrades, including family releases, patches, upgrade readiness, skipped-change review, and conflict resolution, along with update set management across multi-instance environments.

Be experienced establishing and enforcing platform governance: development standards, promotion criteria, and review of other developers’ work, including partner company developers.

Have hands-on experience with ITSM, CMDB, and ITOM. 

Possess strong troubleshooting skills and the ability to find root cause in complex problems.

Demonstrate strong written and verbal communication, and the ability to influence without direct authority.

Be willing to learn new AI technologies on the platform, including ServiceNow Otto (Now Assist) and EmployeeWorks/Moveworks.

Additional preferences include:

Experience building scoped applications and reusable components.

Experience with Service Operations Workspace and Employee Center.

Experience with Now Assist, Virtual Agent, or other ServiceNow AI capabilities.

Experience with modules in the Core Business Suite is a plus but not required, including Workplace and Delivery Services, Finance and Supply Chain, HR Service Delivery, Legal, Health and Safety, and Sourcing and Procurement Operations.

Experience working alongside partner company development teams.

Experience with Agile delivery and JIRA.

Experience in a large, multi-site organization supporting a broad internal customer base.