Application Systems Analyst III - ITSM

ucf; Orlando (FL); On-site; USD 95,000 - 125,000; Full time

Job summary

University Operations at UCF is seeking a seasoned ServiceNow professional to design, develop, and optimize ITSM and SPM solutions. You will build workflows, portals, and integrations with Flow Designer, Glide APIs, and REST APIs, while prioritizing low-code/no-code approaches to reduce technical debt.

You will collaborate with stakeholders to translate requirements into scalable, upgrade-safe solutions, ensuring data integrity and enabling strategic decisions through robust reporting and

Qualifications

• Bachelor's degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree.
• Experience with ServiceNow application development including Flow Designer, Next Experience, Workspaces, Portals, JavaScript, Glide APIs, REST APIs, HTML, and CSS.
• ServiceNow certifications such as CSA, CAD, CIS, or other relevant certifications.
• Experience implementing and optimizing ITIL-based service management processes (Incident, Request, Change, Problem, Knowledge).

Responsibilities

• Design, implement, and support ITSM processes including Incident, Request, Change, Problem, and Knowledge Management aligned with ITIL.
• Configure and enhance Strategic Portfolio Management solutions for demand, project, and resource management.
• Drive continuous improvement initiatives focusing on process optimization, automation, and user experience.
• Design, develop, configure, and maintain ServiceNow applications, workflows, forms, portals, workspaces, and user experiences.
• Utilize Flow Designer, Next Experience, JavaScript, Glide APIs, HTML, and CSS to deliver solutions.
• Prioritize native low-code/no-code functionality to minimize technical debt and maximize platform sustainability.
• Develop custom solutions when requirements extend beyond standard platform capabilities.
• Collaborate with stakeholders to gather, analyze, and document requirements; translate into scalable solutions.

Skills

ServiceNow development

Flow Designer

Next Experience

Workspaces

Service Portals

JavaScript

Glide APIs

REST APIs

HTML

CSS

Education

Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Analytics, or related field

High School Diploma or equivalent with 8 years of experience

Tools

ServiceNow

Flow Designer

IntegrationHub

Next Experience

Job description

University Operations at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.

Visit our website or follow us on Facebook and Instagram to learn more.

The Opportunity :

Responsibilities:

Service Management & Strategic Portfolio Management (SPM)

Design, implement, and support IT Service Management (ITSM) processes, including Incident, Request, Change, Problem, and Knowledge Management, aligned with ITIL best practices.

Configure and enhance Strategic Portfolio Management (SPM) solutions to support demand, project, portfolio, and resource management processes.

Drive continuous improvement initiatives focused on process optimization, automation, operational efficiency, and user experience.

ServiceNow Development & Platform Engineering

Design, develop, configure, and maintain ServiceNow applications, workflows, forms, portals, workspaces, and user experiences.

Utilize platform capabilities including Flow Designer, Next Experience, JavaScript, Glide APIs, HTML, and CSS to deliver effective solutions.

Prioritize native low-code and no-code functionality to minimize technical debt and maximize platform sustainability.

Develop custom solutions when business requirements extend beyond standard platform capabilities.

Business Analysis & Solution Design

Collaborate with stakeholders to gather, analyze, and document business, functional, and technical requirements.

Translate business needs into scalable, secure, and upgrade-safe ServiceNow solutions.

Provide technical guidance and recommendations to support strategic decision-making.

Integrations, CMDB & Data Governance

Design, develop, and maintain integrations using REST APIs, IntegrationHub, web services, ETL processes, and legacy integration methods.

Support Configuration Management Database (CMDB) and Common Service Data Model (CSDM) initiatives through service modeling, data governance, and data quality management.

Ensure the integrity, reliability, and usability of platform data and service relationships.

Platform Administration, Reporting & Continuous Improvement

Monitor platform performance, availability, security, and user adoption, proactively identifying opportunities for enhancement.

Develop and maintain reports, dashboards, metrics, and data analyses to support operational and strategic objectives.

Create advanced queries and reporting solutions using GlideRecord and SQL-based tools.

Evaluate emerging ServiceNow capabilities, AI features, and automation technologies to improve service delivery and operational effectiveness.

Minimum Qualifications :

• Bachelor's degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree; or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6) .

Preferred Qualifications :

• Demonstrated experience with ServiceNow application development, including Flow Designer, Next Experience, Workspaces, Service Portals, JavaScript, Glide APIs, REST APIs, HTML, and CSS.
• ServiceNow certifications, such as Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist (CIS), or other relevant certifications.
• Experience implementing and optimizing ITIL-based service management processes, including Incident, Request, Change, Problem, and Knowledge Management.
• Experience leveraging low-code/no-code development methodologies to deliver scalable, maintainable, and upgrade-safe solutions while minimizing technical debt.
• Knowledge of ServiceNow CMDB and Common Service Data Model (CSDM), including service mapping, data governance, data quality, and service ownership practices.
• Knowledge of AI-enabled platform capabilities, automation technologies, and emerging ServiceNow features that enhance operational efficiency and user experience.
• Experience working in a complex higher education, public sector, or large enterprise environment supporting multiple business units and cross-functional stakeholders.
• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field