ServiceNow AI & Automation Analyst

Harris Computer; New Jersey; On-site; USD 58,000 - 65,000; Full time

Benefits offered by this job

Vacation time

Health benefits (Medical, Dental, and

CPA development support

Employee stock ownership

RRSP matching

Flexible work options

Advancement opportunities

Job summary

Harris Computer seeks a ServiceNow Administrator/Automation Analyst to support administration, AI enablement, automation, and continual improvement of the ServiceNow platform. The role focuses on identifying AI and automation opportunities to reduce manual effort and improve self-service, while collaborating with stakeholders to design, configure, test, and implement practical ServiceNow solutions.

This position combines hands-on ServiceNow experience with AI-enabled service improvement,

Qualifications

• 3–5 years of hands-on ServiceNow administration, configuration, or platform support experience.
• ServiceNow CSA certification or equivalent practical experience.
• Experience with ServiceNow ITSM and core platform configuration.
• Hands-on experience with Virtual Agent or other AI-enabled self-service and automation capabilities.
• Practical experience applying generative AI, conversational AI, or AI-assisted workflows.
• Hands-on experience with Flow Designer and workflow automation.
• Hands-on experience building and configuring Service Catalog items and service request workflows.
• Experience with Employee Center and Service Portal customization; knowledge of JavaScript/HTML/CSS/Bootstrap.
• Experience configuring ServiceNow forms, fields, tables, Business Rules, Client Scripts, UI Policies.
• Experience gathering requirements and translating to practical solutions.
• Experience creating/executing test cases and coordinating UAT.
• Strong analytical and communication skills; ITIL knowledge.

Responsibilities

• Support AI-enabled service improvement and self-service initiatives using ServiceNow AI capabilities.
• Identify opportunities to automate and simplify manual processes with Flow Designer and IntegrationHub.
• Design, build, and enhance Service Catalog items and service request workflows.
• Configure Employee Center and Service Portal with portal widgets and UX improvements.
• Support cross-platform automation and integrations between ServiceNow and enterprise systems.
• Translate business processes into process flows, user stories, and acceptance criteria.
• Administer, configure, troubleshoot, and enhance the ServiceNow platform and ITSM functionality.
• Create and execute test plans and coordinate UAT with business stakeholders.
• Support releases, upgrades, clones, and post-implementation activities.
• Create and maintain process, technical, testing, and user documentation.
• Use reporting and stakeholder feedback for continual improvement.

Skills

ServiceNow administration

ITSM configuration

AI-enabled self-service

Generative AI workflows

Flow Designer

Service Catalog

Web technologies

Form/Field configuration

Requirements analysis

UAT testing

ITIL knowledge

CAD certification

Education

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Application Developer (CAD)

Tools

IntegrationHub

REST/SOAP APIs

Workday integration

Microsoft Entra ID

Microsoft Intune

Microsoft 365/Teams

Active Directory

Job description

Harris Computer seeks a ServiceNow Administrator/Automation Analyst to support administration, AI enablement, automation, and continual improvement of the ServiceNow platform. The role focuses on identifying AI and automation opportunities to reduce manual effort and improve self-service, while collaborating with stakeholders to design, configure, test, and implement practical ServiceNow solutions.

This position combines hands-on ServiceNow experience with AI-enabled service improvement,