Job Title

Under the guidance of the IT Service Delivery Director, the ServiceNow Delivery and Configuration Analyst is responsible for administering and optimizing the full ServiceNow platform. This includes managing key modules such as Incident, Change, Request, Asset, AI capabilities, and Knowledge Management. The role also encompasses oversight of platform reporting, integrations, and license governance. This position is centered on continuous process improvement. The analyst will gather, refine, and document requirements supporting the Paradies ServiceNow Roadmap. A strong foundational knowledge of IT service management and ITIL processes is essential. Success in this role requires the ability to engage effectively with technical teams, IT leadership, external partners, and business stakeholders to resolve process challenges and ensure seamless platform operations.RESPONSIBILITIES:Key Job FunctionsThe ServiceNow Analyst will be a bridge between Business and technology analyzing technical issues that arise in SNOW ProductionResponsible for development of formal requirements and documentation for ServiceNow enhancementsMaximize ServiceNow software releases through configuration tasks and feature deliveryUnderstand IT and business requirements with the ability to develop, test, deploy improvements, and update workflows.Create and execute test cases; manage UAT with stakeholders and obtain user acceptance sign-off for all enhancementsLeverage business knowledge to drive process improvements and enhance system usability.Ensure proper configuration and design workflows for asset and configuration managementDrive the ServiceNow business strategies and roadmapRecommend any improvements regarding the platform, processes, or reportingCreate and maintain system design and operations documentationAssist with the ROI and impact analysis for ServiceNow updatesAssist with assimilating new technical changes to ServiceNow into other parts of the businessIntegrate ServiceNow application(s) with third-party systems/applications via APIsConfigure out-of-the-box workflows and create/maintain custom workflowsConfigure application related fields, forms, views, email notifications, acceptance roles and access controlsMaintain the asset tables and contribute to governance processes relating to asset managementWork with ServiceNow to maintain the development/test and production environmentsQualifications:University or College degree in Computer Science or related field, or equivalent work experienceExcellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiencesServiceNow Certified System Administrator (CSA)ITILv3/V4 Foundation certification strongly desiredExperience implementing systems using waterfall or agile methodology leveraging Jira3 - 5 years' experience as a ServiceNow Analyst/developer that demonstrates proven experience in all aspects of ServiceNow development, configuration, and administrationExperience with project scoping, planning, requirements gathering, pricing, and process mapping.Job Location: Atlanta, Georgia, United StatesPosition Type: Fulltime/Regular Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.