Application Systems Analyst III - ITSM

About this role

University Operations:

University Operations at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.

Visit our website or follow us on Facebook and Instagram to learn more.

The Opportunity :

University Operations is seeking an Applications Systems Analyst III. This role serves as the technical subject matter expert for the university's ServiceNow platform, responsible for the design, development, administration, support, and continuous improvement of enterprise service management solutions. This position utilizes an AI-first and configuration-first approach, leveraging low-code and no-code capabilities whenever feasible to deliver scalable, maintainable, and upgrade-safe solutions while developing custom applications and integrations when business needs require advanced functionality.

Responsibilities:

Service Management & Strategic Portfolio Management (SPM) • Design, implement, and support IT Service Management (ITSM) processes, including Incident, Request, Change, Problem, and Knowledge Management, aligned with ITIL best practices.

• Configure and enhance Strategic Portfolio Management (SPM) solutions to support demand, project, portfolio, and resource management processes.

• Drive continuous improvement initiatives focused on process optimization, automation, operational efficiency, and user experience.

ServiceNow Development & Platform Engineering • Design, develop, configure, and maintain ServiceNow applications, workflows, forms, portals, workspaces, and user experiences.

• Utilize platform capabilities including Flow Designer, Next Experience, JavaScript, Glide APIs, HTML, and CSS to deliver effective solutions.

• Prioritize native low-code and no-code functionality to minimize technical debt and maximize platform sustainability.

• Develop custom solutions when business requirements extend beyond standard platform capabilities.

Business Analysis & Solution Design • Collaborate with stakeholders to gather, analyze, and document business, functional, and technical requirements.

• Translate business needs into scalable, secure, and upgrade-safe ServiceNow solutions.

• Provide technical guidance and recommendations to support strategic decision-making.

Integrations, CMDB & Data Governance • Design, develop, and maintain integrations using REST APIs, IntegrationHub, web services, ETL processes, and legacy integration methods.

• Support Configuration Management Database (CMDB) and Common Service Data Model (CSDM) initiatives through service modeling, data governance, and data quality management.

• Ensure the integrity, reliability, and usability of platform data and service relationships.

Platform Administration, Reporting & Continuous Improvement • Monitor platform performance, availability, security, and user adoption, proactively identifying opportunities for enhancement.

• Develop and maintain reports, dashboards, metrics, and data analyses to support operational and strategic objectives.

• Create advanced queries and reporting solutions using GlideRecord and SQL-based tools.

• Evaluate emerging ServiceNow capabilities, AI features, and automation technologies to improve service delivery and operational effectiveness.

Minimum Qualifications :

Bachelor’s degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree; or   an equivalent combination of education and experience   pursuant to   Fla. Stat. 112.219(6) .

Preferred Qualifications : • Demonstrated experience with ServiceNow application development, including Flow Designer, Next Experience, Workspaces, Service Portals, JavaScript, Glide APIs, REST APIs, HTML, and CSS.

• ServiceNow certifications, such as Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist (CIS), or other relevant certifications.

• Experience implementing and optimizing ITIL-based service management processes, including Incident, Request, Change, Problem, and Knowledge Management.

• Experience leveraging low-code/no-code development methodologies to deliver scalable, maintainable, and upgrade-safe solutions while minimizing technical debt.

• Knowledge of ServiceNow CMDB and Common Service Data Model (CSDM), including service mapping, data governance, data quality, and service ownership practices.

• Knowledge of AI-enabled platform capabilities, automation technologies, and emerging ServiceNow features that enhance operational efficiency and user experience.

• Experience working in a complex higher education, public sector, or large enterprise environment supporting multiple business units and cross-functional stakeholders.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field. Master's degree preferred.

Special Instructions to the Applicants:

The anticipated salary range for this position is $75,809 - $95,000. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

Position requires a valid Class E driver’s license. This position may involve driving to various locations on and off campus to conduct University business.

If you are selected as the final candidate for an employment opportunity, both your position and salary will be significantly based upon the information that you have provided in your application for employment. We urge you to please take the time to complete the application in its entirety.

All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H‑1B transfers or employment-based visa processing for indivi

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