Job Purpose:

Are you an experienced ServiceNow Analyst? Then, you may want to join Stanford's Enterprise Technology team to work on ServiceNow Implementation and support services. In this position, you will influence strategic direction and specify requirements and/or design solutions for business information systems and incorporate new technical systems to improve work-flow, production, efficiency and effectiveness. May serve as project manager on the ServiceNow Platform and interrelated applications. The role is responsible for complex analysis work typically involving multi-project development and broad functional/technical disciplines. The responsibilities include hands-on work and also mentoring other analysts in the team. Additional responsibilities include the presentation of proof of concepts, demo solutions to appropriate stakeholders, and collaboration with project managers, technical architects, and supporting team members.

This position is eligible for a hybrid work arrangement.

Core Duties:

Knowledge of computer system capabilities, business processes, and workflow. Will need to lead and coordinate business owners needs in evaluating the requirements, evaluate potential for automating existing or proposed work functions, review, research, and evaluate feature, functionality, and modules of ServiceNow to determine usefulness and appropriateness. Current knowledge of rapidly changing computer technology. Will need to evaluate and design requirements to scale for future needs and cross-functional teams Extensive experience with enterprise applications and understanding of database-driven applications. Will need to analyze data and create operational and analytical reports for project team and end-users Knowledge of principles and techniques used in conducting management studies and systems analysis. Will need to innovatively design systems for integration, longevity and to keep up with industry trends and standards Will need to approach problems logically and systematically to resolve issues and problems Strong understanding of the software development life cycle (SDLC) and project management skills as needed, including task prioritization and resource planning. Will have to plan, direct, coordinate, monitor and review the work during all phases of the project. Ability to design and document complex business systems. Will need to create workflows, write user stories and acceptance criteria, develop user acceptance tests and lead testing activities. Strong listening, negotiation and conflict resolution skills. Will need to conduct interviews and facilitate group meetings with user community and project team members Excellent communication skills, both written and verbal, including the ability to bridge functional and technical resources by communicating effectively with individuals of varying systems expertise and business needs.

Education & Experience:

Bachelor's degree and eight years relevant experience or a combination of education and relevant experience.

Required Knowledge, Skills, and Abilities:

Knowledge of ITIL concepts Ability to quickly learn and adapt to new technologies and programming tools. Demonstrated experience in designing, developing, testing, and deploying applications. Strong understanding of data design, architecture, relational databases, and data modeling. Thorough understanding of all aspects of software development lifecycle and quality control practices. Ability to define and solve logical problems for highly technical applications. Strong communication skills with both technical and non-technical clients. Strong meeting management skills Demonstrated experience leading activities on structured team development projects. Ability to select, adapt, and effectively use a variety of programming methods. Ability to recognize and recommend needed changes in user and/or operations procedures.

 

Desired Knowledge, Skills, and Abilities:

Extensive experience with ServiceNow ITSM modules, including Incident, Problem, Change, Knowledge, Major Incident and Request Management. Strong implementation knowledge of the CSDM (Common Service Data Model) framework, including designing and maintaining service-oriented architectures. Expertise in IT Asset Management (ITAM), including Hardware Asset Management (HAM) or Software Asset Management (SAM), with in-depth understanding of configuration management and asset lifecycle processes. Proficiency in Service Portfolio Management (SPM), Application Portfolio Management (APM), and Service Catalog Management, including creating catalog items, record producers, workflows, and automations using Flow Designer. Ability to gather and document business requirements, write detailed user stories, and define acceptance criteria using Agile/Scrum methodologies. Skilled in conducting workshops and facilitating discussions with business stakeholders to ensure process alignment with system capabilities. Knowledge of ServiceNow APIs, Integration Hub, and web services (REST/SOAP) for integrating with third-party enterprise systems. Experience with platform governance, including release and change management, and adhering to ServiceNow environment best practices. Expertise in designing and delivering ServiceNow Performance Analytics dashboards, reports, and KPIs following ITSM best practices. Ability to define, document, and build reports that align with business goals and service level agreements (SLAs). Prefer to have good knowledge of the ServiceNow Mobile App, including mobile-first design and implementation capabilities. Prefer to have familiarity with AI-driven features in ServiceNow, such as Predictive Intelligence, Now Assist, and related automation technologies Prefer to have experience of building reports using Tableau or Microsoft Power BI or Snowflake or AWS Redshift or Google Quicksight. Strong project management skills, including managing ServiceNow implementations through Agile delivery, sprint planning, backlog refinement, and release scheduling. Proven ability to collaborate effectively with cross-functional teams, including product managers, developers, and process owners, ensuring timely and high-quality delivery of business solutions. Familiarity with ITIL v4 best practices, including Service Design, Service Transition, and Continual Service Improvement, with a focus on process standardization and operational excellence. Strong analytical and problem-solving skills, with the ability to translate business requirements into scalable, efficient, and innovative ServiceNow solutions.

Certifications and Licenses:

Must have ServiceNow Administrator or ServiceNow ITSM Implementation Specialist Certification Must have ITIL V3 or V4 certification ServiceNow SPM Implementation Specialist, ServiceNow CSM Implementation Specialist, Micro-Certification - Performance Analytics are nice to have.

 

Physical Requirements*:

Constantly perform desk-based computer tasks. Frequently sit, grasp lightly/fine manipulation. Occasionally stand/walk, writing by hand. Rarely use a telephone, lift/carry/push/pull objects that weigh up to 10 pounds.

*Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

 

Working Conditions:

May work extended hours, evenings, and weekends.

Work Standards:

Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations. Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned. Subject to and expected to stay in sync with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in Stanford's Administrative Guide, http://adminguide.stanford.edu.

Pay Range:
The expected pay range for this position is $150,219 - 174,672 per ANNUM.

Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

 

Why Stanford is for You:

Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak. A caring culture. We provide superb retirement plans, generous time-off, and family care resources. A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits. Discovery and fun. Stroll through historic sculptures, trails, and museums. Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts, and more. Redwood City. Our new Stanford Redwood City campus, opened in 2019, will be the workplace for approximately 2,700 staff, including University IT, whose jobs are important to supporting the University’s mission. The campus will offer amenities such as onsite cafes and a dining pavilion, a high-end fitness facility with an outdoor pool, and a childcare center for Stanford families.

 

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources by submitting a contact form.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Additional Information Schedule: Full-time Job Code: 4773 Employee Status: Regular Grade: K Requisition ID: 105680 Work Arrangement : Hybrid Eligible