Lead ServiceNow Analyst

Liberty Personnel Services, Inc.; King of Prussia (PA); On-site; USD 110,000 - 165,000; Full time

Job summary

Liberty Personnel Services, Inc. seeks a ServiceNow SME to partner with HR, Finance, IT, and Operations, driving scalable solutions across HRSD, ITSM, ITOM, and ITAM modules.

You will lead workshops, gather requirements, and translate them into actionable configurations while owning governance and upgrade planning. The role is customer-facing, focusing on improving service delivery across decentralized units, building integrations, and delivering training and documentation to ensure broad

Qualifications

• Extensive ServiceNow experience in a business analyst, functional consultant, or platform owner capacity.
• Strong experience with ITSM, HRSD, ITOM, ITAM.
• Proven ability to gather requirements and translate them into ServiceNow configurations and user stories.
• Experience leading workshops and engaging directly with business stakeholders.
• Solid understanding of ServiceNow workflows, catalog items, scripting basics, and platform capabilities.
• Experience with integrations between ServiceNow and enterprise systems (HR, Finance, ERP, etc.).
• Strong communication skills for a customer-facing, consultative role.
• Experience supporting platform upgrades, enhancements, and release cycles.

Responsibilities

• Partner with HR, Finance, IT, and Operations to capture requirements and translate into scalable ServiceNow solutions.
• Lead workshops and design sessions with technical and non-technical stakeholders.
• Document current and future-state processes, user stories, and specifications.
• Configure, enhance, and support HRSD, ITSM, ITOM, ITAM modules and related workflow tools.
• Improve service delivery across decentralized units by optimizing workflows and integrations.
• Own platform governance, upgrade planning, release coordination, and roadmap.
• Provide end-user training, documentation, and stakeholder support to drive adoption.
• Collaborate with technical teams on data flows and system interoperability across enterprise apps.

Skills

ServiceNow

Business analysis

Stakeholder management

ITSM

HRSD

ITOM

ITAM

Integrations

Workshops

Scripting basics

Platform governance

CSA/CIS certs

Job description

A decentralized organization is seeking a ServiceNow SME to partner with HR, Finance, IT, and Operations teams to improve service delivery, streamline workflows, and enhance customer support across multiple business units. This is a highly customer-facing role where you will serve as the trusted ServiceNow expert and advisor to the business.

Responsibilities:

• Partner directly with HR, Finance, IT, and Operations to gather requirements and translate business needs into scalable ServiceNow solutions.
• Lead workshops, discovery sessions, and process design discussions with both technical and non-technical stakeholders.
• Document current and future-state processes, user stories, and functional/technical specifications.
• Configure, enhance, and support ServiceNow modules including HRSD, ITSM, ITOM, ITAM, and related workflow automation tools.
• Improve service delivery across decentralized profit centers by optimizing workflows, building integrations, and implementing platform enhancements.
• Own platform governance, including upgrade planning, release coordination, and ongoing enhancement roadmap.
• Provide end-user training, documentation, and ongoing stakeholder support to drive adoption and platform effectiveness.
• Collaborate with technical teams on integrations, data flows, and system interoperability across enterprise applications.

Requirements:

• Extensive ServiceNow experience in a business analyst, functional consultant, or platform owner capacity.
• Strong experience with ITSM, HRSD, ITOM, ITAM.
• Proven ability to gather requirements and translate them into ServiceNow configurations and user stories.
• Experience leading workshops and engaging directly with business stakeholders.
• Solid understanding of ServiceNow workflows, catalog items, scripting basics, and platform capabilities.
• Experience with integrations between ServiceNow and enterprise systems (HR, Finance, ERP, etc.).
• Strong communication skills with the ability to operate in a customer-facing, consultative role.
• Experience supporting platform upgrades, enhancements, and release cycles.
• Ability to work in a decentralized or multi-business-unit environment strongly preferred.
• ServiceNow certifications (CSA or CIS) preferred.