Levi Strauss & Co.
Sr.ServiceNowAnalyst
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“Sr. ServiceNow Analyst at Levi Strauss & Co.. Skills: ServiceNow, Agile, SDLC. Lead a team. Help general support tasks”
What You'll Achieve.
Exceed defined Service level agreements; Ensure rapid resolution of Incidents; Ensure rapid resolution of Problems; Ensure rapid resolution of Defects; Ensure regression-free deployments; Improve organizational efficiency; Maintain a steady sprint velocity; Ensure agreement on architectural standards; Guide high-priority incidents to resolution; Maintain a high standard of service; Meet published performance targets; Prevent recurrence; Ensure configurations remain compatible; Minimize technical debt; Simplify future upgrades; Exceed Service level agreement targets; Ensure high customer satisfaction; Ensure minimal business disruption; Identify areas for service improvement
Industry & Context.
Root cause analysis; Troubleshooting; Problem-solving
What They're Looking For.
Must Have
Minimum of 9 years of experience with ServiceNow or other Service Delivery, Knowledge Management Applications, Experience with software development life cycle (SDLC), Experience with Agile, Experience with Scrum methodologies
Nice to Have
ServiceNow Administrator certifications, Experience with ServiceNow configuration, Experience with ServiceNow Integration Hub, Experience with Orchestrator, Experience with Service Portal, ITIL v3/4 certification
What You'll Do.
Help general support tasks
Perform reliable auditing
Perform record keeping
Respond to production problems
Recommend immediate resolution efforts
Implement immediate resolution efforts
Take ownership of user stories
Deliver high-quality solutions
Deliver configurations
Exceed Service level agreements
Ensure rapid resolution of Incidents
Ensure rapid resolution of Problems
Ensure rapid resolution of Defects
Maintain detailed documentation
Perform proactive system audits
Identify performance bottlenecks
Identify orphaned records
Identify best-practice deviations
Act as a technical mentor
Provide guidance on technical blockers
Ensure code consistency
Contribute to platform upgrade cycles
Perform impact analysis
Manage clone-back activities
Remediate skipped records
Build a library of ATF cases
Ensure regression-free deployments
Identify manual tasks
Propose automated workflows
Participate in sizing sessions
Participate in story-pointing sessions
Provide realistic effort estimates
Ensure team maintains sprint velocity
Translate user stories into technical requirements
Translate user stories into ServiceNow configurations
Ensure agreement on architectural standards
Distill ambiguous requirements
Distill high-level requirements
Create detailed technical specifications
Create applicable technical specifications
Act as a technical escalation point
Coordinate with teams
Guide high-priority incidents to resolution
Manage incident tickets
Resolve incident tickets
Maintain a high standard of service
Meet published performance targets
Participate in Major Incident Management
Participate in root cause analysis
Draft post-incident reports
Partner with IT workstreams
Identify manual bottlenecks
Implement automated workflows
Provide expert assistance in troubleshooting
Troubleshoot patch management issues
Troubleshoot release management issues
Ensure configurations remain compatible
Support assessment of new modules
Support implementation of new modules
Support assessment of integrations
Support implementation of integrations
Challenge conventional wisdom
Probe deeper into 'the why'
Identify main business problems
Propose technically viable solutions
Propose scalable solutions
Communicate technical information
Manage potential conflicts
Work within a global team
Exhibit core company behaviours
Explore new ServiceNow release features
Socialise new ServiceNow release features
Capture all technical processes
Capture all configurations
Capture all standards
Serve as a guardian of platform health
Apply industry-standard best practices
Minimize technical debt
Simplify future upgrades
Exceed Service level agreement targets
Ensure high customer satisfaction
Ensure minimal business disruption
Report on team throughput goals
Report on system stability goals
Identify areas for service improvement
How You'll Work.
Team & Collaboration
Global team; Cross-functional teams; IT workstreams
Communication Scope
Communicate technical information; Technical documentation
Process & Methodology
Agile, Scrum, Story-pointing
Full Job Description
Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We’re a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future. **Summary of the role:** The Sr. ServiceNow Analyst leads a team and help general support tasks such as working Incident, request, problem, change and defects. Help manage CMDB accuracy, reliable auditing, and record keeping. Respond to production problems, recommend, and implement immediate resolution efforts across ServiceNow technology areas. **About the role:** *Agile Development: Take ownership of complex user stories, delivering high-quality solutions and configurations that follow ServiceNow best practices. *Operational Excellence: Exceed defined Service level agreements for the ITSM suite, ensuring rapid resolution of Incidents, Problems, and Defects while maintaining detailed documentation. *Platform Integrity & Health: Perform/Support proactive system audits to identify performance bottlenecks, orphaned records, or best-practice deviations. *Technical Mentorship: Act as a technical mentor for junior developers, providing guidance on technical blockers and ensuring code consistency across the team. *End-to-End Upgrade Support: Contribute to platform upgrade cycles by performing impact analysis, managing clone-back activities, and remediating skipped records. *Quality Engineering (QA): Build a library of ServiceNow ATF (Automated Test Framework) cases to ensure regression-free deployments. *Process Optimization: Identify manual tasks within IT and HR Service Delivery and propose automated workflows to improve organizational efficiency, using Solutions like Now Assist, Predictive Intelligence *Sprint Accountability: Participate in sizing and story-pointing sessions to provide realistic effort estimates and ensure the team maintains a
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