Job Description

Overview:
is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more
Our culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers. Responsibilities:
Role Overview: We are seeking an Entry/Mid-Level ServiceNow Engineer to join our IT team. This role acts as a liaison between business stakeholders and technical teams, ensuring that ServiceNow solutions align with business needs and IT Service Management (ITSM) best practices. The engineer will gather requirements, design and document ITSM workflows, and support Agile delivery of ServiceNow enhancements. The ideal candidate has a blend of ServiceNow platform knowledge, ITSM process expertise, and Agile project experience, enabling them to drive continuous improvement in our technology service processes.
Key Responsibilities:

• Requirements Gathering & Analysis: Engage with business users and IT teams to elicit and document business requirements for ServiceNow features and modules (especially ITSM processes like Incident, Problem, Change, Request). This includes conducting stakeholder interviews and workshops to understand pain points and objectives. Translate business needs into detailed user stories, use cases, and acceptance criteria for technical implementation.
• Process Documentation & Improvement: Map current-state ITSM processes and identify gaps or improvement opportunities relative to industry best practices (Lean/ITIL). Work with process owners to define future-state workflows in ServiceNow that streamline services and adhere to ITIL guidelines. Ensure any requested enhancements are evaluated critically to uphold efficient, standardized processes.
• ServiceNow Solution Design: Collaborate closely with ServiceNow developers and architects to design solutions that meet requirements. Participate in technical design sessions to align on how new workflows or configurations will be implemented. Validate initial designs with stakeholders (business, Product Owner, IT architects) to ensure solutions address the requirements before development begins.
• Agile Project Participation: Actively contribute to our Agile Scrum process for ServiceNow development. This includes backlog management, sprint planning, and backlog grooming sessions to prioritize and refine ServiceNow enhancement requests. Work with the Scrum Master and product team to ensure planned work is well-defined and ready for development each sprint.
• Cross-Team Collaboration: Serve as the point-of-contact between stakeholders and the ServiceNow technical team, ensuring clear understanding of needs and constraints on both sides. Communicate any technical challenges or opportunities back to business stakeholders in understandable terms. Coordinate with other IT teams (e.g. IT Operations, Security, HR) when ServiceNow changes affect their processes or require their input.
• Testing & Deployment Support: Develop or assist in creating UAT test plans and use cases to validate that delivered solutions meet requirements. Coordinate and support User Acceptance Testing (UAT) with end users, and work with developers to triage and resolve any defects or issues identified Ensure that new features are fully tested and meet quality standards before go-live.
• User Training & Change Management: Support the rollout of new ServiceNow capabilities by contributing to end-user communication and training efforts. This may involve creating user guides or demo sessions to help customers and IT staff adopt new workflows. Ensure effective knowledge transfer and that users are comfortable with the ServiceNow enhancements.
• Continuous Improvement & Support: After deployment, monitor the usage of ServiceNow features to ensure they are delivering expected outcomes. Manage and prioritize "business-as-usual" enhancement or support requests in the ServiceNow backlog. Provide second-line support for complex ServiceNow issues, working directly with end users to troubleshoot and resolve escalated problems.
• Governance & Best Practices: Ensure all configurations and process changes conform to ServiceNow best practices and governance standards. Maintain documentation (process flows, requirements traceability, change logs) for auditing and knowledge sharing. Champion ITIL/ITSM principles and continuous service improvement in all ServiceNow solution designs.

Qualifications:
Required Qualifications & Skills:

• Education & Background: Bachelor's degree in Information Systems, Computer Science, Business, or a related field (or equivalent work experience) Strong analytical and problem-solving background with 1-5 years of experience in business analysis or ITSM (Mid-level candidates should have a track record of 3+ years in ITSM/ServiceNow roles while entry-level candidates may have internship or project experience demonstrating these skills.)
• ServiceNow & ITSM Knowledge: Hands-on experience with ServiceNow platform is required - you should understand core ITSM modules (Incident, Problem, Change, Request Management) and how to configure or use them. Familiarity with the ServiceNow data model and capabilities is expected (for mid-level, in-depth knowledge of platform features). Broad understanding of IT Service Management processes (ITIL framework, including workflows for incident, problem, change, knowledge management, etc.) is essential.
• Requirements Gathering & Analysis: Demonstrated ability to gather requirements, analyze business processes, and translate them into technical specifications. Proficiency in creating business process documents, user stories, functional requirements, and process flow diagrams. Experience with requirements management tools (e.g. JIRA or similar) is highly beneficial, as is the ability to manage a prioritized backlog of enhancements.
• Agile Methodology Experience: Experience working in an Agile/Scrum development environment is required. Must be comfortable breaking down work into user stories, participating in daily stand-ups, sprint reviews, retrospectives, and adapting to iterative delivery. Agile project coordination skills (sprint planning, backlog grooming) are a plus as the role involves close collaboration with an Agile ServiceNow delivery team.
• Technical Acumen: While this is not a developer role, the ideal candidate should be technically savvy - capable of understanding ServiceNow configurations and constraints, basic workflow/automation concepts, and integrations at a high level. Ability to coordinate with developers on technical topics and to perform functional testing of the platform is important.
• Soft Skills: Excellent communication and stakeholder management skills - able to interface effectively with both technical teams and non-technical business stakeholders. Strong analytical thinking and attention to detail for problem-solving and process analysis. Self-motivated and able to work independently to drive tasks to completion with minimal supervision. Good organizational skills to handle multiple initiatives and priorities in parallel.
• ITSM/Process Tools: Familiarity with ITSM tools and practices beyond ServiceNow is advantageous. For example, understanding of incident & change management processes in practice, experience using dashboards or reports to analyze service performance, and knowledge of process improvement techniques (Lean Six Sigma or similar) will help in this role.
• Team and Customer Orientation: A customer-service mindset is critical - the analyst must strive to improve user experience and satisfaction with IT services. Team collaboration skills are required to work closely with cross-functional teams (developers, testers, process owners).

Preferred Qualifications (Nice-to-Have):

• Certifications: ITIL Foundation certification (v3 or v4) is a strong plus, indicating formal training in IT Service Management best practices. ServiceNow certifications (such as ServiceNow Certified System Administrator or Certified Implementation Specialist) are highly desirable and demonstrate deep platform expertise. Any Agile/Scrum certifications (CSM, PMI-ACP) would also be viewed favorably.
• Advanced ServiceNow Experience: Experience with additional ServiceNow modules or features beyond core ITSM is a bonus - for example, ITOM (Operations Management), CMDB, HRSD, integrations using IntegrationHub, or development of service catalog items and workflows. Candidates who have helped implement ServiceNow upgrades or new modules can bring valuable insight.
• Sector Knowledge: Experience working in a large technology enterprise or a similar tech-sector environment is preferred. Understanding the context of a global IT organization (e.g., compliance, security considerations in changes, scaled agile environments) will help the candidate quickly adapt to internal processes.
• Data & Reporting Skills: Familiarity with building reports and dashboards in ServiceNow or using Performance Analytics for ITSM metrics is a plus. An ability to analyze support trends (e.g., incident volumes, SLA compliance) and present insights can help drive continuous improvement.
• Project Experience: Participation in ServiceNow implementation projects or migrations is beneficial. For instance, involvement in an ITSM tool rollout, or experience in user training and organizational change management for new IT systems, would help the candidate excel in this role.
• Additional Technical Skills: Basic knowledge of scripting (JavaScript) or ServiceNow administration, while not required, can be advantageous in understanding the platform's capabilities. Similarly, exposure to other ITSM software (Cherwell, JIRA Service Management, BMC Remedy, etc.) or IT automation tools provides a broader perspective.

***Keysight is an Equal Opportunity Employer.***

Skills Required