Computer Systems Analysts specializing in ServiceNow administration focus on a variety of tasks to maintain and optimize the IT service management platform. Here are some of their core responsibilities:

Manage users and groups: This involves adding, deleting, and modifying user accounts and group memberships within ServiceNow. They ensure the right people have access to the appropriate systems and data.

Create and configure workflows: ServiceNow allows for automating tasks and processes. These analysts design and configure workflows to streamline operations and improve efficiency within the platform.

Manage Incidents and problems: They leverage ServiceNow to track, troubleshoot, and resolve incidents that affect IT services. They also delve deeper to identify and address the underlying problems that cause these incidents.

Manage Change: Implementing changes to the IT infrastructure requires following established procedures. ServiceNow provides tools to manage this process, and these analysts ensure proper procedures are followed to minimize risk and disruptions.

Reporting and analytics: They generate reports and analyze data from ServiceNow to gain valuable insights into IT service performance. This information helps identify areas for improvement and ensure the IT department is meeting the needs of the organization.

Customization and integrations: ServiceNow can be customized to meet specific organizational needs. These analysts configure the platform and integrate it with other IT systems to ensure seamless data flow and maximize its functionality.

In essence, Computer Systems Analysts specializing in ServiceNow administration act as the backbone of the ServiceNow system, ensuring it runs smoothly and effectively supports the organization's IT infrastructure.


The US Department of Labor projects a positive outlook for Computer Systems Analysts (SOC Code 15-1211.00) with much faster than average growth at 10% from 2022 to 2032 [BLS]. This translates to an estimated 37,600 new jobs on average each year over the decade.


Technical Skills

Understand IT service management principles (ITIL): Familiarity with ITIL (Information Technology Infrastructure Library) frameworks and best practices.

Working knowledge of ServiceNow: This includes expertise in configuring workflows, managing users, and utilizing the platform's core functionalities.

Familiarity with cloud computing concepts: As ServiceNow is a cloud-based platform, understanding cloud computing principles is beneficial.

Database management skills: Knowledge of managing and interacting with databases is often required.

Scripting knowledge: Experience with scripting languages like PowerShell or Python can be helpful for automating tasks within ServiceNow.

Soft Skills

Analytical thinking and problem-solving skills: Identifying the root cause of issues and developing effective solutions are essential.

Excellent communication skills: Being able to clearly communicate technical concepts to both technical and non-technical audiences is crucial.

Strong interpersonal skills: Collaboration with colleagues from IT and other departments is necessary.

Attention to detail and accuracy: Ensuring data and configurations within ServiceNow are accurate is vital.

Time management skills: These analysts often juggle multiple tasks and projects simultaneously.

Personal Qualities

Customer service orientation: Providing excellent service to internal users of the ServiceNow system is key.

Ability to work independently and as part of a team: They need to be self-motivated but also collaborate effectively with others.

Adaptability and willingness to learn: The IT field is constantly evolving, so continuous learning is essential.