ServiceNow Technical Analyst

Hajoca Corporation is one of the country’s largest privately-held wholesale distributors of plumbing, heating & cooling, and industrial supplies. Founded in 1858, Hajoca is a company based on the principles of “Service, Integrity, Reliability,” and on relationships of trust and support with teammates, customers, and suppliers.

Throughout its history, Hajoca has played an active role in shaping advances in plumbing. However, we attribute our success to two simple truths; a unique business philosophy and talented people. Hajoca is all about the people, who give us our advantage, and who will guide us successfully into the future. Hajoca has over 400 locations nationwide, called Profit Centers; and at the foundation of our family of businesses is a National Support Center (NSC) where Centers of Excellence are dedicated to enabling the success of our Profit Centers.

The IT Support and Operations team in our National Support Center (NSC) is looking for a Service. Now Technical Analyst in their Lafayette Hil, PA office . This is a hybrid role requiring three days in office. Remote work option available if needed. Do you enjoy building hands-on solutions in Service. Now? Do you take pride in writing clean code and solving complex technical problems?

Are you eager to explore new AI capabilities and put them into practice? If so, we’d like you to join our dedicated team as a Service. Now Technical Analyst.

About the Role

The Technical Analyst is the hands-on builder for Hajoca’s Service. Now platform. You spend most of your day in the platform itself: writing business rules and client scripts, building flows and custom actions in Flow Designer, designing forms, configuring workspaces in UI Builder, and creating catalog items in Catalog Builder, then deploying that work to production.

You turn business requirements into working functionality, and you hold your own work to a high standard: clean code, reusable patterns, clear documentation, and solutions that survive upgrades. You also set the technical standards for the platform and review partner company development work against them, but building is the core of the job.

The role has no direct reports. You will work daily with the platform lead, the platform analyst, and developers from our partner company. You will also keep learning as the platform adds new AI capabilities, including Service. Now Otto (Now Assist) and Employee. Works / Moveworks . In this role, you will: Develop & Configure the Service.

Now Platform Write and maintain server-side and client-side scripts, including business rules, client scripts, script includes, UI actions, UI policies, and scheduled jobs. Build flows, subflows, and custom actions in Flow Designer, including reusable actions that other developers can use. Design and build forms, including layouts, sections, views, related lists, field behavior, and form-level logic.

Configure Service. Now workspaces in UI Builder, including pages, components, data resources, and actions. Create and maintain catalog items in Catalog Builder, including variables, variable sets, record producers, and the fulfillment flows behind them. Configure notifications, assignment rules, SLAs, roles, and access controls.

Build scoped applications and custom tables when the platform’s built-in options fall short. Test your own work, deploy it through update sets, and document every change. Receive and work incidents on the platform escalated from the platform lead or platform analyst, and debug difficult defects using logs, the script debugger, and flow execution details.

Build Integrations & Maintain Data Quality Build and maintain integrations between Service. Now and other Hajoca systems using REST and SOAP APIs, Integration. Hub spokes, import sets, and transform maps, with a MID Server where needed. Write the scripts, flows, and mappings that move data, with error handling, logging, and retry behavior built in.

Troubleshoot failed integrations by tracing authentication, payload, mapping, and scheduling problems to root cause. Support identity and collaboration integrations, such as Microsoft Entra single sign-on and Microsoft Teams. Run data loads, migrations, and bulk updates with validation steps and rollback plans, and keep reference, user, and CMDB data clean.

Manage Platform Upgrades & Releases Plan and carry out Service. Now upgrades, including family releases and patches, from sub-production through go-live. Review skipped changes, upgrade conflicts, and customization impact, and fix what an upgrade breaks. Package work in update sets, preview and promote it across instances, and document manual steps and post-deployment verification.

Manage the environments, including cloning, plugins, store apps, and technical debt. Work with the platform lead in JIRA to estimate, sequence, and deliver technical work. Establish & Uphold Development Standards Build with the platform’s built-in capabilities first and use custom code only when it is justified and documented.

Define and maintain development standards, including naming conventions, scripting practices, and the criteria work must meet before it is promoted. Review partner company developers’ work against those standards and give specific feedback on what to fix. Keep standards, design notes, and knowledge articles current. Train and guide junior developers, analysts, and administrators, and explain technical trade-offs plainly to stakeholders.

Explore & Implement AI & Emerging Platform Capabilities Learn and work with Service. Now’s new AI capabilities as they arrive, including Service. Now Otto (Now Assist) and Employee. Works/Moveworks. Configure these capabilities alongside the flows, forms, and catalog content they depend on. Test AI-driven experiences and recommend adjustments based on how they perform.

Successfully complete required safety and compliance training programs as assigned. Perform other reasonably related duties as assigned by immediate supervisor and other management as required.

About You

Bachelor's degree, or equivalent education, training, or work experience. 5+ years of hands-on Service. Now experience as a developer or technical analyst. Service. Now certifications such as Certified System Administrator, Certified Application Developer, or Certified Implementation Specialist a plus. Our ideal candidate will also: Possess advanced JavaScript and Service.

Now scripting skills, including business rules, client scripts, script includes, and UI actions. Have hands-on experience building flows, subflows, and custom actions in Flow Designer. Be experienced designing forms and configuring UI policies, field behavior, and views. Have experience configuring workspaces in UI Builder and building catalog items in Catalog Builder.

Have proven experience designing, building, and supporting integrations through REST or SOAP APIs, import sets, or Integration. Hub, including authentication, error handling, and monitoring. Have hands-on experience managing Service. Now upgrades, including family releases, patches, upgrade readiness, skipped-change review, and conflict resolution, along with update set management across multi-instance environments.

Be experienced establishing and enforcing platform governance: development standards, promotion criteria, and review of other developers’ work, including partner company developers. Have hands-on experience with ITSM, CMDB, and ITOM. Possess strong troubleshooting skills and the ability to find root cause in complex problems.

Demonstrate strong written and verbal communication, and the ability to influence without direct authority. Be willing to learn new AI technologies on the platform, including Service. Now Otto (Now Assist) and Employee. Works/Moveworks. Additional preferences include: Experience building scoped applications and reusable components.

Experience with Service Operations Workspace and Employee Center. Experience with Now Assist, Virtual Agent, or other Service. Now AI capabilities. Experience with modules in the Core Business Suite is a plus but not required, including Workplace and Delivery Services, Finance and Supply Chain, HR Service Delivery, Legal, Health and Safety, and Sourcing and Procurement Operations.

Experience working alongside partner company development teams. Experience with Agile delivery and JIRA. Experience in a large, multi-site organization supporting a broad internal customer base. The benefits of working with us: Our culture is well-suited for exceptional people who use their talents to drive business and want to share in the financial success their efforts yield.

In addition to a competitive starting wage, we offer a Profit-Sharing Program that provides each team member with an opportunity to earn a direct share of the profits on an annual basis. In addition to our generous compensation package, Hajoca also offers: Full-time benefits (for team members working 30 or more hours per week): Medical, dental, vision, and prescription coverage Accident, Hospital Indemnity, and critical care coverage Life insurance and Long Term Disability Pre-tax accounts for healthcare, dependent care, and commuter benefits Paid vacation, holidays, and sick time (sick time also offered to PT team members as required by state law) Paid pregnancy and parental leave Paid day of community service Full-time and part-time benefits: 401(k) Retirement cash account with company contributions Targeted training programs focused on your personal and professional growth Company wellness program Employee discounts College tuition benefits *Please note that benefit offerings may differ for teammates employed through an intern program.

EEOC Statement Hajoca Corporation is an Equal Opportunity Employer (Equal Opportunity Employer/Veterans/Disabled). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, national origin, age, veteran status, disability, or any other protected category pursuant to federal, state or local laws and will not be discriminated against on the basis of any such categories/status.

Hajoca is committed to providing reasonable accommodations for qualified individuals with disabilities including, but not limited to, during the application process. Please let us know if you need assistance or an accommodation due to a disability. Background Screening Statement We are a drug free workplace. Employment is contingent upon pre-employment drug screening, and successful completion of a criminal background investigation subject to any federal, state and local laws.