[Hiring] IT Solutions Analyst @Teradyne

Role Description

The IT Solutions Analyst - ServiceNow is the functional and technical bridge between business stakeholders and the ServiceNow platform, responsible for designing, configuring, enhancing, and supporting solutions across Customer Service Management (CSM), Manufacturing Commercial Operations (MCO), and Sales and Order Management (SOM).

This role translates customer service, asset management, contracts management, and entitlement-related requirements into scalable ServiceNow workflows, custom applications, and integrations. The analyst partners with Sales, Field Service, Customer Care, Manufacturing, and other IT teams to improve customer experience, order accuracy, and service efficiency, and acts as a subject-matter expert and escalation point for production support. As part of the IT Enterprise Applications team, the analyst also designs and supports integrations between ServiceNow and other systems, including Salesforce, on-premise applications, and databases.

Qualifications

• Bachelor's degree in Information Systems, Computer Science, Engineering, Business, or a related field, or equivalent practical experience.
• 5+ years of hands-on ServiceNow experience as a platform analyst, administrator, or developer, focused specifically on ServiceNow solutions.
• Demonstrated implementation and support experience in at least two of the three target modules: CSM, MCO, and SOM.
• Proven experience developing custom scoped applications on the ServiceNow platform, from requirements through deployment and support.
• Experience supporting production ServiceNow environments, including incident management, root-cause analysis, upgrades, and release cycles.

Requirements

• ServiceNow Certified System Administrator (CSA) - Required
• ServiceNow Certified Implementation Specialist – Customer Service Management (CSM) - Optional (preferred)
• ServiceNow Certified Implementation Specialist – Sales and Order Management (SOM) - Optional (preferred)
• ServiceNow Certified Application Developer (CAD) - Required
• Candidates holding certifications in Manufacturing Commercial Operations (MCO) or comparable manufacturing-industry ServiceNow credentials will be given strong preference.

Benefits

• Strong working knowledge of ServiceNow data model, tables, ACLs, roles, and CMDB / Customer Service data structures.
• Proficiency with JavaScript (server-side and client-side), Glide APIs, Flow Designer, Workflow Studio, and scoped application development.
• Experience with integrations to Salesforce, on-premise applications, and databases (SQL, JDBC) using REST/SOAP, Integration Hub spokes, MID Server, and import sets / transform maps.
• Hands-on experience with ServiceNow AI capabilities, including Now Assist skills for CSM and SOM (case and order summarization, resolution notes, knowledge generation), Now Assist Virtual Agent, AI Search, and customizing skills with Now Assist Skill Kit (NASK).
• Working knowledge of agentic AI on the platform, including features available through the Australia release: building, configuring, and governing AI Agents and agentic workflows, selecting model providers (Now LLM Service or third-party models), and managing Now Assist administration, licensing tiers, and guardrails.
• Experience with Customer Service Portal, Service Portal, UI Builder, and Workspaces (Customer Service Workspace).
• Understanding of order-to-cash, quote-to-order, entitlement, and warranty / contract processes.
• Familiarity with Agile (Scrum / SAFe) delivery, user story writing, and tools such as ServiceNow Agile Development, Jira, or Azure DevOps.
• Ability to write functional specifications, test cases, and process documentation, and to present solutions to technical and non-technical audiences.

Core Skills and Working Conditions

• Analytical and problem-solving ability, with a bias toward root-cause resolution over workarounds.
• Clear written and verbal communication, including facilitating workshops and explaining technical concepts to business users.
• Stakeholder management and the ability to balance multiple priorities across commercial, service, and manufacturing teams.
• Customer-centric mindset, with a focus on measurable outcomes and user adoption.
• Ownership, attention to detail, and comfort being self-directed in a fast-paced, Agile environment.
• Collaboration with onshore and offshore development partners.