ServiceNow Analyst

Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We’re a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So, add your voice. Make an impact. Find your fit — and your future. Summary of the Role: The ServiceNow Analyst supports daily operations by handling incidents, service requests, problems, changes, and defects. Respond to production issues and help implement immediate resolution efforts across ServiceNow technology areas. Help maintain CMDB accuracy, performing regular audits, and keeping precise records About the Role: Important Results: Operational Excellence: Exceed defined Service level agreements for the ITSM suite, ensuring rapid resolution of Incidents, Problems, and Defects while maintaining detailed documentation. Agile Development & Execution : Take ownership of user stories, delivering high-quality solutions and configurations that follow ServiceNow best practices. Platform Integrity & Health : Perform/Support proactive system audits to identify performance bottlenecks, orphaned records, or best-practice deviations. End-to-End Upgrade Support: Contribute to platform upgrade cycles by performing impact analysis, managing clone-back activities, and remediating skipped records. Quality Engineering (QA): Build a library of ServiceNow ATF (Automated Test Framework) cases to ensure regression-free deployments. Process Optimization: Identify manual tasks within IT and HR Service Delivery and propose automated workflows to improve organisational efficiency, using Solutions like Now Assist, predictive Intelligence Sprint Accountability: Participate in sizing and story-pointing sessions to provide realistic effort estimates and ensure the team maintains a steady sprint velocity.

Service level agreement Management & Post-Incident Analysis : Manage and resolve incident tickets, maintaining a high standard of service and meeting published performance targets. Contribute to Major Incident Management by participating in root cause analysis (RCA) and drafting post-incident reports to prevent recurrence. Solution Development: Translate user stories into technical requirements and high-quality ServiceNow configurations, ensuring agreement on architectural standards.

Refinement & Translation:   Act as a bridge between partners and technical execution by distilling ambiguous or high-level requirements into detailed, applicable technical specifications. Technical Collaboration & Escalation : Act as a technical escalation point for complex issues, coordinating with teams to lead high-priority incidents to resolution. Continuous Process Automation : Partner with different IT workstreams to identify manual bottlenecks and implement automated workflows using Integration Hub and Flow Designer. Platform Lifecycle Support : Help troubleshoot patch and release management issues, ensuring configurations remain compatible with new versions. Strategic Technical Evaluation : Support the assessment and implementation of new ServiceNow modules or third-party integrations About You:

Required: Challenge conventional wisdom regarding technology refresh and hype Experience probing deeper into "the why" behind a request, identifying the primary business problem to propose solutions that are technically viable and scalable within the ServiceNow framework. Communicate technical information to a non-technical audience. Work within a global team across cultures Exhibit core company behaviours that focus on how we at LS&Co. Operate together daily regardless of level, function or location. Years and Type of Experience Required: 4+ years of experience with ServiceNow or other Service Delivery, Knowledge Management Applications. Experience with software development life cycle (SDLC), Agile, and Scrum methodologies. Knowledge in HR & Finance.