Lead I

Job Title: Sr. ServiceNow Analyst

Experience Range: 6 to 8 Years

Location: Bengaluru, Karnataka, India

Job Summary:

We are looking for a Sr. ServiceNow Analyst with expertise in ServiceNow Administration and Development , specializing in ITSM, Flow Designer, App Engine Studio, Now Experience UI, Service Portal, and CMDB . The ideal candidate should have a strong background in IT Service Management (ITSM) and custom application development , ensuring optimal functionality and efficiency of the ServiceNow platform.

Roles & Responsibilities:

• Work closely with IT and business partners to configure and enhance core platform capabilities in alignment with ITIL best practices .
• Monitor health, usage, and compliance of the ServiceNow platform and its applications .
• Coordinate and manage ServiceNow application and platform upgrades .
• Develop and maintain internal technical documentation, manuals, policies, and processes .
• Analyze, troubleshoot, and resolve complex software application-related issues .
• Design and develop systems integrations and process automation within ServiceNow.
• Participate in workflow development and release activities as required.
• Conduct unit, system, integration, and user acceptance testing (UAT) for ServiceNow enhancements.
• Provide 24x7 on-call support for customer-impacting production issues .
• Act as a technical liaison with ServiceNow and other software vendors .
• Ensure adherence to security standards within the ServiceNow platform.
• Manage and respond to user tickets and administrative tasks related to ServiceNow.
• Contribute to ServiceNow strategy and roadmap discussions.
• Communicate effectively with technical and non-technical stakeholders , translating complex technical concepts into understandable terms.

Must-Have Skills:

• ServiceNow Administration & Development Experience (6-8 years).
• Expertise in IT Service Management (ITSM) .
• Proficiency in Flow Designer, App Engine Studio, and Now Experience UI .
• Experience in Service Portal development and customization .
• Strong understanding of CMDB (Configuration Management Database) .
• Experience in developing REST/SOAP endpoints and software integrations .
• Hands-on experience in ServiceNow instance upgrades .
• Ability to troubleshoot, debug, and optimize ServiceNow applications.

Good-to-Have Skills:

• ITIL certification or knowledge of ITIL best practices .
• Experience working in Agile environments .
• Understanding of ServiceNow security models and best practices .
• Familiarity with third-party integrations using APIs .
• Experience in Performance Analytics, Reports, and Dashboards .

Educational Qualification:

• BE/B. Tech/MCA (or equivalent in Computer Science, Information Technology, or related field).