Sr IT Analyst, ServiceNow

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.