Sr IT Analyst, Servicenow

**Company Description**

Avery Dennison is currently seeking a (Senior) IT Analyst to be a member of our ServiceNow platform support organization. You will be a key member of our Infrastructure and Operations team delivering enhanced capabilities and solutions in ServiceNow platform hosting IT Service Management, IT Operations Management, HR service delivery, security operations and software asset management.

**Responsibilities**:

- Hands on assistance with implementing ServiceNow configurations, integrations, workflows and testing.

- Work closely with our existing managed service provider to oversee pipeline of ServiceNow changes and enhancements, identifying potential risks, contingency plans and ensure effective change and release management.

- Performs Architecture design and technical reviews as required, ensuring changes, enhancements and integrations are aligned with standards and future state.

- Assist in implementing ServiceNow AI (Gen and Agentic) capabilities to drive transformational change in IT processes.

- Assist in the hands on coordination of annual ServiceNow release upgrades, and drive the use of ServiceNow’s Automated Test Framework (ATF).

- Stay current with ServiceNow updates and industry best practices to ensure the optimal use of the platform.

- Actively maintain working knowledge of new features, functionality and capabilities in ServiceNow releases.

- Partner with stakeholders to understand their business needs and translate them into detailed technical requirements that are aligned with internal policies, platform standards, as well as industry best practices.

- Develop and maintain positive relationships with employees, functional leaders, process owners and other critical stakeholders.

- Collaborate with cross-functional teams to design, develop, and implement ServiceNow solutions.

- Provide training and support to end-users on ServiceNow functionalities and related business processes.

- Create and maintain documentation, including business requirements, process flows, user guides, and test cases.

- Facilitate effective communication between stakeholders, ServiceNow developers and the internal operations team.

- Analyze and document enterprise business processes supported by ServiceNow, identify areas for improvement, and propose solutions.

- Provide as an Incident Management escalation point with the ServiceNow platform’s operations team.

**Qualifications**

- Prior experience as an IT Business or System Analyst and demonstrated skill in expressing complex technical concepts in terms that are understandable to the business.
- Recent hands-on expertise with ServiceNow administration, configuration and development.

- Strong understanding of ITIL processes and how they integrate with ServiceNow

- Proficiency in JavaScript, SQL, XML, HTML, CSS

- Excellent written and verbal communication skills

- Strong collaboration skills with outsourcing partner, vendors, and internal stakeholders

- Proficiency in creating clear, concise documentation

- Ability to work independently and manage multiple priorities in a fast-paced environment

- Strong analytical and problem-solving skills

- Knowledge of UI/UX design principles and processes focused on optimizing the end-user experience

- Working knowledge of integrations between ServiceNow and external systems using REST, SOAP, and MID servers.

- ServiceNow certification(s) required

**Additional Information**

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, 1 sexual orientation, gender identity, disability, protected veteran status, or any other 2 protected status. All your information will be kept confidential in accordance with EEO guidelines.