ServiceNow Analyst – Employee Center & Service Catalog

Job Title: ServiceNow Analyst – Employee Center & Service Catalog

Job Location: Phoenix, AZ / Dallas, TX / Westerville, OH | Onsite 5 days a week

IT01

Description:

AgreeYa is a global Systems Integrator and is seeking an experienced ServiceNow Analyst – Employee Center & Service Catalog to join our growing team. We are seeking a ServiceNow Analyst with experience supporting Employee Center, Service Catalog, and request fulfillment processes. This role focuses on improving the employee self-service experience, onboarding new services into the catalog, driving workflow automation, and partnering with business stakeholders to enhance ServiceNow adoption.

Job Responsibilities

• Manage and enhance Employee Center and Service Catalog experiences

• Gather business requirements and translate them into user stories, functional requirements, and acceptance criteria

• Create and maintain Service Catalog items, record producers, request workflows, and approval processes

• Partner with IT, HR, Facilities, Security, and other shared services teams to onboard new services into the catalog

• Support workflow automation using Flow Designer and Integration Hub

• Coordinate UAT activities, release readiness, training materials, and stakeholder communications

• Monitor and report on self-service adoption, request completion time, CSAT, and service usage trends

• Improve portal usability, search experience, content organization, and knowledge integration

• Participate in Agile ceremonies including backlog refinement, sprint planning, reviews, and retrospectives

• Support governance, audit readiness, and process standardization initiatives

Required Skills

• 3–5 years of ServiceNow experience

• Experience with Employee Center, Service Catalog, HRSD, or employee-facing request workflows

• Hands-on experience with Flow Designer, Record Producers, Catalog Items, and request fulfillment processes

• Strong requirements gathering, stakeholder management, and UAT experience

• Experience creating user stories, acceptance criteria, and process documentation

• Understanding of employee self-service, workflow automation, and service delivery processes

• Familiarity with Agile methodologies and backlog management

Preferred Skills

• Employee Center experience

• HRSD experience

• ServiceNow CSA Certification

• ITIL Foundation Certification

• Experience working in regulated enterprise environments (Banking, Financial Services, Healthcare, Insurance)

Ideal Candidate Profile

• This role is best suited for a ServiceNow Business Analyst, Functional Consultant, Product Analyst, HRSD Analyst, or Service Catalog Analyst who has experience improving employee-facing ServiceNow services and partnering with business stakeholders to drive adoption and process improvements..

AgreeYa is a global systems integrator delivering competitive advantage for its customers through software, solutions, and services. Established in 1999, AgreeYa is headquartered in Folsom, California, with a global footprint and a team of more than 2,200 staff across offices. AgreeYa works with 500+ organizations ranging from Fortune 100 firms to small and large businesses across industries such as Telecom, Banking, Financial Services & Insurance, Healthcare, Utility & Energy, Technology, Public sector, Pharma & Biotech, and others. Please visit us at www.agreeya.com for more information.

AgreeYa is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, veteran status or other protected characteristics. Visit our website to learn about our Career & Culture.

Pay: Up to $110,000.00 per year

Benefits:

• Dental insurance

• Health insurance

• Paid time off

• Vision insurance

Work Location: In person