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Job ID


Req. No


Job Title

ServiceNow Analyst


CHRISTUS System Office


Information Technology


Not Defined






CHRISTUS Information Mgmt-79100


919 Hidden Ridge
Irving, TX  75038


Full Time

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The ServiceNow Analyst I role is a hands-on configuration and administration role requiring continuous collaboration with internal and external stakeholders related to configuration, testing, implementation and overall stakeholder satisfaction. The role is a heavily focused on the documentation and configuration of the platform using ServiceNow's UI (User Interface) based configuration capabilities -- i.e., business rules, workflow, forms, and list views.

  • Monitor ServiceNow ticket queue to assist with answering questions, resolving incidents/issues, and supporting related service requests
  • Create and maintain business requirements, system drawings and configuration documentation, as well as policy, procedures, process and work instructions.
  • Perform daily / regular system checks and performance reviews to include reporting, integration, capacity planning, software release and preventative maintenance.
  • Create ad hoc queries, system reports, dashboards and assist with role, access, audit and security administration.
  • Conduct analysis, create test cases (traceable to business requirements), execute tests -- i.e., unit, system end-to-end integration, load, performance and UAT -- and document results to validate enhancements or bug/defect fixes prior to promoting changes to production.
  • Adhere to change control and enforce change management policies and procedures.
  • Assist with developing user training documentation and end user / quick reference guides.
  • Create and update knowledge base articles to improve support team effectiveness.
  • Comply with organizational ITIL and ITSM standards
  • Assist with Information Management (IM) projects, as needed.
A. Education/Skills
  • Bachelor's degree in Computer Science or equivalent experience
B. Experience
  • 0-2 years working with the ServiceNow platform as an Analyst or Administrator
  • Strong analytical and problem-solving skills
  • Excellent verbal and written communication skills
  • Some familiarity with Service Desk operations and processes is desired
  • Understanding and/or knowledge of Agile, JavaScript, HTML, and/or CSS is desired
C. Licenses, Registrations, or Certifications
  • Preferred -- ServiceNow Certified Administrator
  • Preferred -- ITIL v3 Foundations certification.
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