ServiceNow Service Desk + Functional Configuration/Implementation Analyst

The ServiceNow ITSM Lead / Senior ServiceNow ITSM Analyst is responsible for the end-to-end administration, configuration, optimization, and continuous improvement of the ServiceNow Service Desk+ platform. This role ensures ITSM processes are automated, scalable, measurable, and aligned with ITIL best practices and enterprise governance standards. The ideal candidate is a hands-on ServiceNow expert who can independently manage incidents, create dashboards, requests, changes, problems, knowledge, SLAs, reporting, and automation while collaborating with cross-functional teams and supporting both modern and legacy environments. Key Responsibilities ServiceNow Platform Administration & Configuration Administer, configure, and enhance ServiceNow ITSM modules including Incident, Request, Change, Problem, Knowledge, Asset Management, and CMDB. Design and maintain catalog items, request workflows, approval chains, business rules, client scripts, notifications, and user roles. Support Change Ma...