ServiceNow 管理员 / 自动化分析师
ServiceNow Administrator / Automation Analyst
我们正在寻找一位ServiceNow管理员/自动化分析师，以支持ServiceNow平台的管理、AI赋能、自动化、增强和持续改进。
本职位的主要职责是识别利用AI和自动化减少人工工作量、优化业务流程、提升自助服务能力和提高运营效率的机会。
成功候选人将与业务和技术相关方合作，了解流程和需求，识别改进机会，并协助设计、配置、测试和实施实用的ServiceNow解决方案。
该职位结合了实际的ServiceNow经验与AI驱动的服务改进、工作流自动化、业务分析、用户体验、测试和良好的沟通能力。
成功候选人将与我们现有的高级ServiceNow管理员/开发人员一起，参与平台增强、AI和自动化项目、解决方案设计、测试和持续改进。
你将负责：
- 使用Virtual Agent、AI Search、知识库、自动化和其他可用的ServiceNow AI功能，支持AI驱动的服务改进和自助服务计划。
- 通过Flow Designer、子流程、审批、通知、IntegrationHub等ServiceNow功能，识别简化、标准化和自动化手动或重复性流程的机会。
- 设计、构建和增强服务目录项和服务请求流程，包括表单、变量、审批、路由和履行流程。
- 配置和增强员工中心和服务中心门户，包括门户小部件和用户体验改进。
- 支持ServiceNow与其他企业系统的跨平台自动化和集成，使用IntegrationHub、ServiceNow spokes、API和其他集成方法。
- 与相关方合作，理解业务流程、痛点、需求和期望结果，并将这些需求转化为流程图、用户故事、功能需求、验收标准和实施方案。
- 管理、配置、维护、故障排除和增强ServiceNow平台和核心ITSM功能。
- 创建并执行测试计划、场景和测试用例，并与业务相关方协调用户验收测试（UAT）。
- 支持发布、升级、实例克隆、部署验证和实施后活动。
- 创建并维护适当的文档。
查看英文原文
We are seeking a ServiceNow Administrator / Automation Analyst to support the administration, AI enablement, automation, enhancement, and continued improvement of our ServiceNow platform.
A primary focus of this role will be identifying opportunities to use AI and automation to reduce manual effort, streamline business processes, improve self-service, and increase operational efficiency.
The successful candidate will work with business and technical stakeholders to understand processes and requirements, identify improvement opportunities, and help design, configure, test, and implement practical ServiceNow solutions.
This role combines hands-on ServiceNow experience with AI-enabled service improvement, workflow automation, business analysis, user experience, testing, and strong communication skills.
The successful candidate will work alongside our existing Senior ServiceNow Administrator/Developer on platform enhancements, AI and automation initiatives, solution design, testing, and continual improvement
WHAT YOU WILL DO
- Support AI-enabled service improvement and self-service initiatives using Virtual Agent, AI Search, knowledge, automation, and other available ServiceNow AI capabilities.
- Identify opportunities to simplify, standardize, and automate manual or repetitive processes using Flow Designer, subflows, approvals, notifications, IntegrationHub, and related ServiceNow capabilities.
- Design, build, and enhance Service Catalog items and service request workflows, including forms, variables, approvals, routing, and fulfillment processes.
- Configure and enhance Employee Center and Service Portal, including portal widgets and user-experience improvements.
- Support cross-platform automation and integrations between ServiceNow and enterprise systems using IntegrationHub, ServiceNow spokes, APIs, and other integration methods.
- Work with stakeholders to understand business processes, pain points, requirements, and desired outcomes, and translate those needs into process flows, user stories, functional requirements, acceptance criteria, and implementation plans.
- Administer, configure, maintain, troubleshoot, and enhance the ServiceNow platform and core ITSM functionality.
- Create and execute test plans, scenarios, and test cases and coordinate User Acceptance Testing (UAT) with business stakeholders.
- Support releases, upgrades, instance clones, deployment validation, and post-implementation activities.
- Create and maintain appropriate process, technical, testing, and user documentation while communicating progress, risks, requirements, and outcomes to technical and non-technical stakeholders.
- Use reporting, platform data, and stakeholder feedback to identify opportunities for continual improvement.
WHAT ARE WE LOOKING FOR
- 3–5 years of hands-on ServiceNow administration, configuration, or platform support experience.
- ServiceNow Certified System Administrator (CSA) certification or equivalent practical experience.
- Experience with ServiceNow ITSM and core platform configuration.
- Hands-on experience with ServiceNow Virtual Agent or other AI-enabled self-service and automation capabilities.
- Practical experience applying generative AI, conversational AI, or AI-assisted workflows in a business or IT service environment.
- Hands-on experience with Flow Designer and workflow automation, including identifying opportunities to simplify or automate manual processes.
- Hands-on experience building and configuring Service Catalog items, service request workflows, forms, variables, approvals, and related fulfillment processes.
- Experience with Employee Center and Service Portal customization, including portal widgets and working knowledge of JavaScript, AngularJS, HTML, CSS/SCSS, or Bootstrap.
- Experience configuring ServiceNow forms, fields, tables, Business Rules, Client Scripts, UI Policies, and related platform functionality.
- Experience gathering business requirements, understanding end-to-end processes, and translating business needs into practical solutions.
- Experience creating and executing test cases and supporting or coordinating UAT.
- Strong analytical, troubleshooting, organizational, problem-solving, written, and verbal communication skills.
- General understanding of ITSM and ITIL principles.
WHAT WILL MAKE YOU STAND OUT
- ServiceNow Certified Application Developer (CAD) certification or relevant ServiceNow development experience.
- Experience with IntegrationHub, ServiceNow spokes, REST/SOAP APIs, and integrations with enterprise platforms such as Workday, Microsoft Entra ID, Microsoft Intune, Microsoft 365/Teams, Active Directory, or similar systems.
- Experience automating cross-platform business processes such as onboarding/offboarding, identity and access management, device management, or service fulfillment.
- Experience with Virtual Assist, Now Assist, AI Search, or other advanced ServiceNow AI capabilities.
- Experience with UI Builder, Service Operations Workspace, or other ServiceNow user-experience capabilities.
- Exposure to SPM, CMDB/CSDM, ITAM/HAM, Performance Analytics, reporting, or Automated Test Framework (ATF).
- Understanding of UI/UX, usability, responsive design, and accessibility principles.
WHAT WE OFFER
- Three weeks' vacation (four weeks after three years and five weeks after seven years) plus five personal days
- Comprehensive Medical, Dental and Vision coverage from your first day of employment
- Financial and professional development support for CPA candidates and members
- Employee stock ownership and RRSP matching programs
- Lifestyle rewards program
- Flexible work options
- Performance driven organization with many opportunities for advancement
- And more!
COMPENSATION DETAILS
CAD Salary Range
The hiring range for this role is $80,000 to $90,000 CAD per year.
Final compensation will be based on experience, skills, market conditions, and internal equity.
US Salary Range
The hiring range for this role is $58,000 to $65,000 USD per year.
Final compensation will be based on experience, skills, market conditions, and internal equity.
Originally posted on Himalayas