Western Alliance Bank

ServiceNow Analyst

Req No.
Western Alliance Bank
Regular Full Time


Western Alliance Bank is looking for an experienced ServiceNow Analyst to help lead in roadmap development, configure out-of –the-box modules and drive towards maturity with this tool.


  • Responsible for ServiceNow application components to define and support the ServiceNow platform roadmap
  • Owns the development of business cases for new service enhancements and technology projects
  • Elicits and analyzes requests identified by business stakeholders and convert them into functional system requirements
  • Communicates functional requirements by preparing the appropriate artifacts
  • Ability to assess integration with other tools that might need to feed data to or from ServiceNow
  • Builds, configures and deploys application functionality per Software Development Life Cycle  standards and procedures
  • Communicates and partners with  business partners and stakeholders, technical team members, service providers and suppliers
  • Assists in the creation of test cases and provide support during test phases of the project lifecycle for ServiceNow
  • Participates in change or architecture review boards in reviewing proposed changes or solutions
  • Facilitates roll out of new ServiceNow applications and modules
  • Identifies and monitors key performance indicators to ensure support processes are working properly and to recommend and implement corrective measures to develop continuous improvement actions
  • Attends, facilitates, and/or leads meetings of cross functional stakeholders and service provider groups Create/Configure forms and tables
  • Creation/modification of automation behind Application, Forms, and Processes
  • Creation/modification of JavaScript code behind Application, Forms, and Processes
  • Troubleshoot and support ServiceNow modules and components  
  • Design and develop ServiceNow objects:
    • Business Rules
    • UI Actions
    • UI Policies
    • Client Scripts
    • Workflows
    • Integrations
  • Create templates and views specific to customer needs
  • Create Scheduled jobs for system maintenance
  • Create ServiceNow training and documentation


  • Bachelor’s Degree or Higher in Computer Science, Computer Engineering, Information Systems or equivalent 

  • 3+ Years ServiceNow implementation experience

  • Expert knowledge of out-of-the-box ServiceNow modules

  •  Expert knowledge of ServiceNow platform features

  • Familiarity with Enterprise Technologies(Web Services, Databases: Oracle, MySQL, MS SQL and Web Servers)
  • Process Familiarity:  ITIL, Customer Service Management and DevOps

Preferred Skills:  Presentation skills, Business Analysis and SCRUM, Agile development


  • ServiceNow System Administrator Certification required
  • ServiceNow Application Developer Certification preferred
  • ServiceNow Certified Implementation Specialist preferred
  • ITIL Foundations Certification preferred



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