ServiceNow Program Analyst

Website CRI Advantage

NowAdvantage Program Analyst at CRI Advantage


CRI is a ServiceNow Consulting and Implementation partner and is a 2024 Partner of the Year awardee. We are seeking dynamic individuals to join our rapidly growing division.

CRI Advantage is seeking a growth-oriented Program Analyst to lead our ServiceNow Managed Services Program, NowAdvantage. This pivotal role combines strategic project management with deep business analysis to ensure the successful management and continuous improvement of ServiceNow solutions for our clients. The ideal candidate will be adept at overseeing the operations and maintenance of ServiceNow implementations, driving innovation, and aligning services with client business goals. This role may also, at times be asked to participate in the pre-sales/ sales process.

The NowAdvantage program is a comprehensive, post-implementation managed services offering designed for our ServiceNow customers. This program focuses on ensuring the operational excellence, maintenance, and continuous improvement of ServiceNow implementations. By providing expert management and support, NowAdvantage aims to help organizations maximize their investment in ServiceNow, enhancing efficiency, productivity, and user satisfaction through dedicated oversight and innovative service solutions.

Key Responsibilities
• Strategic Leadership and Program Management: Direct the overall strategy and execution of the NowAdvantage managed services program, ensuring alignment with client objectives and CRI Advantage’s goals.
• Business Analysis and Solution Design: Analyze client business processes, identifying opportunities for improvement and innovation within the ServiceNow platform. Translate business needs into detailed requirements and oversee the design of effective ServiceNow solutions.
• Project Oversight: Manage a portfolio of ServiceNow customers and identify the opportunities for projects within those portfolios to help the customer achieve increased value from the ServiceNow platform. Serve as the liaison between the customer, CRI sales and CRI delivery teams for rapid identification and attention to new opportunities.
• Operational Excellence: Oversee the daily operations, maintenance, and enhancement of implemented ServiceNow products, ensuring high levels of performance and user satisfaction.
• Client Relationship Management: Build and maintain strong relationships with clients, acting as a trusted advisor for their ServiceNow needs. Gather feedback and ensure client satisfaction with delivered services.
• Team Leadership: Lead an internal and cross-functional team which may include developers, project managers and stakeholders. Must be able to scale with the growth of the program.


• Bachelor’s degree in Business Administration, Information Technology, or related field.
• 5+ years of experience as a ServiceNow Business Analyst, or similar role, in a large and complex IT environment.
• Strong knowledge of ServiceNow modules, such as ITSM, ITOM, CSM, SPM, etc.
• Proven experience managing ServiceNow projects and teams, with a strong background in business analysis and IT service management.
• Excellent strategic planning, project management, and leadership skills.
• Deep understanding of ServiceNow’s capabilities and how it can be leveraged to meet business needs.
• Strong analytical, problem-solving, and decision-making abilities.
• Exceptional communication and interpersonal skills, with the ability to engage effectively with both technical teams and business stakeholders.
• Experience with Metrics and Reporting
• Must have successfully completed multiple ServiceNow implementations’ in at least 1 of the product lines ITSM, ITOM, CSM or SPM

• Relevant training / certifications in ServiceNow (SIM, CSA) and project management methodologies (e.g., PMP, ITIL) are highly desirable.
• Experience in Agile methodology and tools, such as Scrum, Jira, etc
• Preferred: involvement in at least one large-scale ServiceNow implementation from start to finish