Application Systems Analyst III - ITSM

Wucf Tv; Orlando (FL); On-site; USD 76,000 - 95,000; Full time

Job summary

University of Central Florida is seeking an Applications Systems Analyst III to lead ServiceNow initiatives on ITSM and enterprise platform strategies. You will design, develop, and support ITSM processes, utilize Flow Designer, JavaScript, and REST APIs, and collaborate with stakeholders to deliver scalable, upgrade-safe solutions across multiple business units.

The role emphasizes AI-enabled platform capabilities, CMDB/CSDM governance, and continuous improvement to optimize service delivery

Qualifications

• Bachelor's degree in IT/CS/IS or related field; 4+ years experience in ITSM/ServiceNow preferred.
• Experience with ITIL-based processes and enterprise service management solutions.
• Strong collaboration with stakeholders to translate requirements into scalable ServiceNow solutions.
• Knowledge of AI-enabled platforms and low-code/no-code development approaches.

Responsibilities

• Design, implement, and support ITSM processes (Incident, Request, Change, Problem, Knowledge).
• Configure and enhance SPM for demand, project, portfolio, and resources.
• Develop and maintain ServiceNow apps, workflows, portals, and dashboards.
• Integrate with REST, IntegrHub, and data services; support CMDB/CSDM.
• Monitor performance, provide reports, and drive continuous improvement.

Skills

ServiceNow experience

ITIL knowledge

Stakeholder collaboration

Analytical thinking

Education

Bachelor's degree in IT/CS/IS/related field

Master's degree preferred

Experience equivalent per Fla. Stat. 112.219(6)

Tools

Flow Designer

Next Experience

Workspaces

Service Portals

JavaScript

Glide APIs

REST APIs

HTML

CSS

Job description

## Application Systems Analyst III - ITSMApplylocations: Orlando, FL (Main Campus)time type: Full timeposted on: Posted Todaytime left to apply: End Date: August 21, 2026 (7 days left to apply)job requisition id: R113915**University Operations:**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**:University Operations is seeking an Applications Systems Analyst III. This role serves as the technical subject matter expert for the university's ServiceNow platform, responsible for the design, development, administration, support, and continuous improvement of enterprise service management solutions. This position utilizes an AI-first and configuration-first approach, leveraging low-code and no-code capabilities whenever feasible to deliver scalable, maintainable, and upgrade-safe solutions while developing custom applications and integrations when business needs require advanced functionality.**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. Master's degree preferred.**Special Instructions to the Applicants:**The anticipated salary range for this position is $75,809 - $95,000. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.Position requires a valid Class E driver’s license. This position may involve driving to various locations on and off campus to conduct University business.If you are selected as the final candidate for an employment opportunity, both your position and salary will be significantly based upon the information that you have provided in your application for employment. We urge you to please take the time to complete the application in its entirety.All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H‐1B transfers or employment-based visa processing for individuals currently sponsored by another employer.**Are you ready to unleash YOUR potential?**As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you’ll play an integral role at one of the most impactful universities in the country. You’ll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 12 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you’ll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills, and you’ll have countless rewarding experiences that go well beyond a paycheck.**W****orking at UCF has its perks! UCF offers:*** Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program* Paid time off, including annual and sick time off and paid holidays* Retirement savings options* Employee discounts, including tickets to many Orlando attractions* Education assistance* And more...For more benefits information, view theUCF Employee Benefits Guide.Dive into our Total Rewards Calculatorto discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.**Unless explicitly stated on the job posting, it is UCF’s expectation that an employee of UCF will reside in Florida as of the date the employment begins.****Department**UCF IT**Work Schedule**Monday - Friday, 8:00am - 5:00pm**Type of Appointment**Regular**Expected Salary**$75,809.00 to Negotiable**Job Posting End Date**08-21-2026-12-00-AM