ServiceNow Analyst - ITSM

Johnson Controls is seeking a ServiceNow Analyst - ITSM to support the ongoing enhancement and administration of the ServiceNow IT Service Management environment. In this role, you will help improve how IT teams manage incidents, requests, changes, problems, and service workflows across the business.

Role Overview

This position plays a key role in translating business and IT process needs into practical ServiceNow solutions. You will work with stakeholders, developers, process owners, and support teams to maintain reliable ITSM functionality, improve user experience, and support continuous service improvement.

Key Responsibilities

• Support the ServiceNow ITSM platform across core processes such as incident, request, problem, change, and knowledge management.
• Gather, analyze, and document business requirements for enhancements, process improvements, and platform changes.
• Work with IT teams and stakeholders to configure, test, and deploy ServiceNow updates and workflow improvements.
• Assist with data quality, reporting, dashboards, and KPI tracking for ITSM processes.
• Support user acceptance testing, defect resolution, and release coordination for ServiceNow changes.
• Maintain clear documentation for process flows, configuration decisions, and support procedures.
• Help troubleshoot platform issues and coordinate with technical teams on root cause analysis and resolution.
• Contribute to service improvement initiatives and help standardize ITSM practices across teams.

How You Will Do It

• Own your commitments by following through on requests, tracking actions carefully, and raising risks early so issues can be resolved quickly and responsibly.
• Stay close to the work by working directly with process owners, support teams, and end users to understand real pain points and remove barriers.
• Improve every day by using feedback, incident trends, and testing results to simplify processes, strengthen controls, and make ServiceNow easier to use.
• Win as one team by collaborating across IT and business partners, sharing information openly, and building trust through clear communication and dependable execution.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Experience supporting ServiceNow ITSM or a similar IT service management platform.
• Working knowledge of ITSM processes such as incident, request, change, problem, and knowledge management.
• Experience gathering requirements, documenting processes, and supporting testing or deployment activities.
• Strong analytical and troubleshooting skills with attention to data quality and process accuracy.
• Ability to communicate effectively with technical teams, process owners, and end users in a matrixed environment.

Nice to Have

• Experience with ServiceNow reporting, dashboards, workflow configuration, or CMDB-related activities.
• Exposure to Agile delivery practices or structured release management.
• Experience supporting integration points between ServiceNow and other enterprise systems.

Why Join Us

This is an opportunity to support a critical platform that helps improve service delivery, process consistency, and end-user experience. You will work with collaborative teams, contribute to meaningful IT improvements, and help shape how ITSM capabilities evolve across the organization.